Add a email to CC in email Notification

[subashds6515]

Hi all,

I want to add an email to CC.

When an incident is assigned to the "Service Desk" group, I want to ensure that the "Help Desk" group is also automatically notified. What steps can I take to enable this functionality?

This instruction is applicable only when the incident has been assigned to the "Service Desk" group.

Thanks,

Subash

[Appanna M]

Hello @subashds6515 ,

Please check the below url:

https://www.servicenow.com/community/now-platform-forum/how-to-set-cc-with-email-content/m-p/1025103

Please Mark My Answer as Helpful and Accept as Solution, if you find this article helpful or resolves your issue.

[subashds6515]

Hi @Appanna M, 

I want to clarify the instructions by specifying that I only want a specific one added as CC when the assignment group is "Service Desk." If the assignment group is not "Service Desk," then there is no need to add CC.

Is that possible?

Thanks,

Subash

[SN_Learn]

Hi @subashds6515 ,

You can try the below:

Write a notification email script as below:

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {

//SysId of Service Desk group = d625dccec0a8016700a222a0f7900d06(Replace according to yours)

    if (current.assignment_group == 'd625dccec0a8016700a222a0f7900d06') {

//EmailID of HelpDesk Group(helpdesk@hotmail.com) Replace according to your requirement
        email.addAddress("cc", "helpdesk@hotmail.com");
    }

})(current, template, email, email_action, event);

Then call this in the Notification as below:

${mail_script:<name_of_email_script>}

Kindly mark my answer as Correct and helpful based on the Impact.