How to stop Email Client emails auto-sending to CC

[Community Alums]

Does anyone know how to stop Email Client emails created from Incidents automatically adding the sender to CC?

After enabling the Email Client (in this case for the incident table by adding the email_client attribute email_client=true to attributes), emails can be sent via incidents.   The Email Client Templates for these emails can be viewed by going to System Policy | Email | Client Templates which lists the following email types:

However, the code within these emails contain nothing that relate to the CC of the email.   Can anybody help?

[Chuck Tomasi]

If you've tried what the docs say and it didn't work, it may be time to call support. You may have discovered ... a bug! Then again, the docs could be out of date.

I recommend reaching out to customer support. I'll be interested to hear what they have to say.

HI Service Portal - ServiceNow

Contact Support | ServiceNow

[tony_barratt]

Hi Kevin,

I just tried it, and it worked for me.

The mystery deepens..

[tony_barratt]

Hi Kevin,

What I did was to create a new email client template defined on the incident table.

Then used the email client on an incident.

I have an idea you examined the OOB email client templates but   did not actually create a new email client template specifically for the incident table.

The new email client template for the incident then behaved as expected - OOB behavior, which populates the cc field was ignored - and the cc field was empty in the actual email client.

Mystery solved?

[tony_barratt · Accepted solution]

Hi Kevin,

Yep you, and Chuck, are right. It is a bug - PRB753659

Known issue too.

ServiceNow KB: Using the Email Client function adds the user to the CC field and they cannot be remo...

With a workaround mentioned in the KB

Create a new email client template with empty BCC/CC field for the relevant table.

The following example illustrates a client template.

1. Go to sys_email_client_template.list in the filter navigator.
2. Specify the following values in the form:Name = "incident email client"
   Table = "incident"
   To = "${caller_id.email}"
   Subject = "$(number) - ${short_description}"Once you have the fix, you can safely delete the client template.

Best Regards

Tony

[Chuck Tomasi]

Thanks for sharing Anthony. That's a bummer. Fortunately there's a workaround, and a fix (listed as Istanbul P3 and Jakarta.)