Test Community Case – Email Tab & Reply Validation

[Kajal Rai]

Hello Team,

This is a test request to validate the Community Case email functionality.

Please verify:
- Email tab is available on the Community Case.
- Reply action defaults to the original sender's email.
- Original CC recipients are preserved.

[Abhishek Pal]

Hi @Kajal Rai ,

Based on the screenshots, I would validate this in two separate areas: Email availability and inbound email recipient handling.

1. Enable the Email tab on the Community Case

First confirm that the Community Case table has the Email Client enabled.

The table collection dictionary entry should contain:

email_client=true

Also verify that the agents have the email_composer role.

If Support Cases already show the Email tab, compare the Community Case table/configuration with the Support Case table before customizing the workspace.

2. Fix the incorrect From address

In your example, the received email activity shows:

From: training@abc.com

but the actual customer address should be:

slimyfit1903@gmail.com

Before changing the reply configuration, open the corresponding received Email [sys_email] record and check:

From
Recipients
CC
Headers
Target

If sys_email.from already contains training@abc.com, then the problem is occurring before the Workspace email client.

This commonly happens when the shared mailbox or forwarding configuration changes the original sender.

The correct architecture is to preserve the original sender when the message is delivered to ServiceNow.

Do not hard-code or derive the sender from the email body unless there is no other option.

3. Reply behavior

For an inbound email, use the OOB Reply / Reply All functionality from the Activity Stream.

Reply should populate the original sender.

Reply All should include the original sender and the other recipients from the inbound email.

So if Reply is showing training@abc.com, verify the original sys_email record first. The Workspace can only use the sender information available on that email record.

4. CC preservation

If the original inbound email contains CC recipients, use Reply All rather than custom scripting to rebuild the recipients.

Only consider an Email Client Configuration or template script if the OOB recipient data is correct in sys_email but is not being populated in the composer.

Recommended troubleshooting order:

Inbound mailbox
-> Received sys_email record
-> From / Recipients / CC / Headers
-> Case creation logic
-> Email Client Configuration
-> Workspace Email composer

From the screenshots, I would investigate the inbound/shared mailbox processing first because training@abc.com is already being recorded as the sender in the received email activity.

Once sys_email.from contains the real customer email, the OOB Reply functionality should use that sender correctly.

Hope this helps!

If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.

Kind Regards,
Abhishek Pal

[Kajal Rai]

The Email tab has been enabled for Community Cases. However, Requirement 2 is still not fulfilled. The case continues to show training@abc.com instead of the actual sender email, and reply emails do not automatically populate the correct To and CC recipients. We are currently investigating the inbound email processing and comparing it with the Support Case configuration, where the behaviour works as expected.