The mail is not getting triggered to the contact present in the CC of Compose email

Arundhati · ‎07-27-2022

Hello Team,

I am trying to compose and email from an incident form where To field and cc are populated according to the email client template, but is only sent to the one who is present in "To" but not the one who is present in cc.

Can someone please help I'm unable to find cause for this issue

Harish KM · ‎07-29-2022

Hi that's Servicenow behavior. Since your adding user to CC. they will copied to email. there a field called "Copied" in email logs you can add that field to check email is sent or not.

Refer HI Link also screenshot attached for the same

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0858325

Regards
Harish

View solution in original post

Harish KM · ‎07-27-2022

Hi, is the person added in CC active in system also his notifications are enabled?

Regards
Harish

Arundhati · ‎07-27-2022

Yes its active in the system and notifications are also enabled in the system

Harish KM · ‎07-27-2022

How are you adding user to CC share the client template

Regards
Harish

Arundhati · ‎07-29-2022

I am able to get the user in cc but the email is not sent to the particular contact even if I add someone manually, the mail does not get triggered to the one who is there in cc.