Hi all,
I know that out-of-the-box, the email client script sets the opened_for or caller_id as the primary recipient. However, in my organization, they’re being added as secondary recipients (in the CC line) instead.
I've reviewed our templates but haven’t found anything that points to this configuration—so I’m honestly not sure how it was changed.
Has anyone seen this before or know where this might be controlled? For incidents, it behaves as expected (OOB), but for HR Cases, the setup is different (see attachment).
Thanks in advance for any help!
Hi @rhyannagood - You can open and start the "Script Tracer" then check where the value(s) are populating from.
It will look something like the snip below.
In this way you will know which script is passing the value, then you can find the fix yourself.
Let me know if this helped.
Thanks,
Vikas K
