Where is the default outgoing email template?

[nidishman]

When we send email from an Incident using the email icon, it automatically populates the Requester name in the To field and CC's the Opened By username.   I want to remove the Opened By username from the CC field.

Also, when we send email from a Task using the email icon, it only automatically completes the Subject.   How do I add the Requester in the To field automatically?

I have already checked under Client Templates and couldn't find the answer.   I already know how to customize email notifications - I'm looking for the default outgoing email template.

Thank you!

[Brad Tilton]

I'm not sure you can modify the default, but I'm pretty sure you can override it by adding an Email Client Message for the incident and task tables. If there is not already a message there by default, adding a new one should override the default.

[m_ahmedmod · Accepted solution]

Hi Nikol,

The easiest way to removed the opened by username would be to create your own client template specifically for the incident table.

Navigate to 'System Policy' > 'Client Templates'

Click 'New'

Complete as follows:

Name: incident-email-client

Table: Incident [Incident]

To: caller_id

Subject: number,short_description

Body:

<mail_script>

  template.print("incident number - "+ current.number+"\n");

</mail_script>

I would suggest creating a similar template for the 'Task' table.