How to stop Email Client emails auto-sending to CC

Community Alums · ‎06-22-2017

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?

tony_barratt · ‎06-22-2017

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.

Go to sys_email_client_template.list in the filter navigator.
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

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Community Alums · ‎06-23-2017

Brilliant, thanks for your help Anthony

Turns out that was exactly what the ServiceNow Hi representative said was the issue too, all sorted!