How to add RITM watch list users to email CC using a mail script?

[hrafael]

I’m trying to automatically add all users from the RITM watch list to the CC field of an outbound email in ServiceNow, but they are not being added.

I created the following mail script and referenced it in my email template with ${mail_script:setCopyEmail}. The notification is triggered correctly and the main recipient receives the email, but no addresses appear in CC.

Mail script

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
          /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
          /* Optional GlideRecord */ event) {

	var mailList = current.watch_list || "";

	if (!mailList) {
		return;
	}

	var gr = new GlideRecord("sys_user");
	gr.addEncodedQuery("sys_idIN", mailList);
	gr.query();

	var added = {};

	while (gr.next()) {
		var userMail = gr.getValue("email");
		if (userMail && !added[userMail]) {
			email.addAddress("cc", userMail);
			added[userMail] = true;
		}
	}

})(current, template, email, email_action, event);

Email template:

${mail_script:generate_subject_detail}
${mail_script:show_close_notes_if_any}
${mail_script:setCopyEmail}
Request number: ${number}
Opening date: ${mail_script:formatted_opening_date}
Requester: ${mail_script:get_requester_dynamically}

Request summary:
${short_description}
${description}
${mail_script:detailed_request_information_en}
${mail_script:restart_computer_it_en}

Could someone point out what I might be missing, either in the mail script or in the way I’m calling it from the email template?

[Ankur Bawiskar · Accepted solution]

@hrafael 

update as this

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {

    var mailList = current.watch_list.toString() || "";

    if (!mailList) {
        return;
    }

    var gr = new GlideRecord("sys_user");
    gr.addActiveQuery();
    gr.addEncodedQuery("sys_idIN" + mailList);
    gr.query();
    while (gr.next()) {
        var userMail = gr.getValue("email");
        if (userMail) {
            email.addAddress("cc", userMail, gr.getDisplayValue());
        }
    }

})(current, template, email, email_action, event);

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[suraj sengar]

@hrafael  - 
Try this code 

(function runMailScript(current, template, email, email_action, event) {

    if (!current.watch_list) {

        return;

    }

    var users = current.watch_list.split(",");

    var added = {};

    for (var i = 0; i < users.length; i++) {

        var userGR = new GlideRecord("sys_user");

        if (userGR.get(users[i])) {

            var mail = userGR.getValue("email");

            if (mail && !added[mail]) {

                email.addAddress("cc", mail);

                added[mail] = true;

            }

        }

    }

})(current, template, email, email_action, event);

OR 

Root Cause (Why CC is Empty)
In ServiceNow:

Mail scripts referenced inside the email body/template cannot reliably modify email headers (To/CC/BCC).

By the time ${mail_script:setCopyEmail} is executed:

The email headers (To/CC/BCC) are already finalized
email.addAddress("cc", …) is silently ignored

That’s why:

Notification triggers
Main recipient receives the email
CC is empty

This is expected platform behavior, not a bug in your script.

Correct Ways to Add Watch List Users to CC
Option 1 (Best Practice): Use the Notification “CC” field
If this is an RITM (sc_req_item):

Open the Notification
In the Who will receive section
Set CC to:
Watch list

ServiceNow automatically resolves watch_list → user emails
No script needed
Supported by platform
Most reliable

[Tanushree Maiti]

Hi @hrafael 

Try this ,

Mail script

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,

          /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,

          /* Optional GlideRecord */ event) {

    if(!current.watch_list.nil()){

var mailList = current.watch_list.split(',');

for (var i=0; i< mailList.length; i++) {

var grUser = new GlideRecord("sys_user");

grUser.addQuery("sys_id", mailList[i]);

grUser.addQuery("notification",2);

grUser.addQuery("email","!=","");

grUser.query();

if (grUser.next()){

email.addAddress('cc', grUser.email, grUser.getDisplayValue());

}

else{

email.addAddress('cc', mailList[i]);

}

}

}

})(current, template, email, email_action, event);