Emails not being sent to the users in the cc field from servicenow

[Daniel R2]

When a user selects reply all on the email client template on a case form.

The to field and cc field is automatically populated. Then once you press send the user who is in the cc field is not receiving the mail. Only the user in the to field is receiving the mail.

Also once the user in the to field has received the mail, they are unable to see the user that is supposed to be listed in the cc.

Can anybody please advise on how we can resolve this?

[Community Alums · Accepted solution]

Hi @Daniel R2 ,

If "glide.email.test.user" property is set then ServiceNow only set the "To" Recipient in the Email Headers even if the configurations are for CC and BCC field over the script it will be disregarded. 

If this property is set to empty value then we set To / CC / BCC as well. Please empty this property to achieve populating CC and BCC.

[Daniel R2]

Hi @Community Alums - thank you for your reply, that is great news, we was getting worried for a moment.
Yes we do have a value in that property, as currently we have a catch all email address set in this property for testing purposes.

I will not remove it now, as it is on our testing instance and for testing purposes. 

But if we then remove this catch all email address on production, for when we go live - when an email is sent via email client template then it will definitely send to the cc and bcc users?