How to autopopulate the TO and CC field in email tab of RITM.

Baskarank
Tera Contributor

yesterday

how to autopopulate the TO and CC field in email tab of RITM. Previously only autopopulate cc(opened_by) and subject. Now i want how find previously working logic and how to find? and i want TO is reqeust for of the request and CC is additional viewers of the request.

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sureshpalla
Tera Contributor

43m ago

 

You can achieve this by checking the Email Client configuration and identifying the logic that is populating the fields currently.

Since CC (opened_by) is already auto-populating, first verify where the existing logic is configured:

  1. Navigate to System UI → Email Client → Email Client Configurations
  2. Check the configuration used for RITM (sc_req_item) table.
  3. Review the Script section or any associated UI Action / Script Include / Client Script that is populating the CC and Subject fields.

If you want:

  • TO = Requested For user
  • CC = Additional viewers/watch list users

You can use something like below in the Email Client script:

 

 
(function runMailScript(current, emailClient) {
    
    // Populate TO with Requested For
    if (current.requested_for.email) {
        emailClient.to = current.requested_for.email;
    }

    // Populate CC with Additional Viewers / Watch List
    if (current.watch_list) {
        emailClient.cc = current.watch_list;
    }

})(current, emailClient);
 

 

 

Also, to find the previously working logic for auto-populated CC and Subject, search for:

  • Email Client Configuration on sc_req_item
  • UI Actions related to Email
  • Scripts referencing emailClient.cc or emailClient.subject

You can search globally for keywords like:

 

 
emailClient
emailClient.cc
emailClient.to
 
 

This should help you identify the existing implementation and extend it for the TO field as well.

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Baskarank
Tera Contributor
In response to sureshpalla

11m ago - last edited 11m ago

@sureshpalla i was check the email client configuraiton but no related items for sc_req_item in my instance. so iwant go with email client template(sys_email_client_template) and how to get catalog varibales additional viewers field to mapped CC ?

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sureshpalla
Tera Contributor
In response to Baskarank

7m ago

If you are using Email Client Template (sys_email_client_template) and there is no Email Client Configuration for sc_req_item, you can populate the TO and CC fields using a script in the template or by referencing the RITM variables.

For TO = Requested For:

current.requested_for.email

For mapping Additional Viewers catalog variable to CC, first access the variable value from RITM variables:

var ccUsers = current.variables.additional_viewers;

If the variable is a List Collector / Reference field (sys_user), you need to fetch email addresses:

var ccEmails = [];
var userGR = new GlideRecord('sys_user');
userGR.addQuery('sys_id', 'IN', current.variables.additional_viewers);
userGR.query();

while (userGR.next()) {
if (userGR.email)
ccEmails.push(userGR.email.toString());
}

template.cc = ccEmails.join(',');
template.to = current.requested_for.email.toString();

Also verify whether additional_viewers is a catalog variable name or mapped to a field on sc_req_item. If it is a variable, you can access it through current.variables.<variable_name>.

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