So we have this issue in live instance where HR agents are replying back to the end users. and the when the users are replying, they are replying back to that official email and in the TO field, agent's personal email was also added.
All the email sending from the ServiceNow workspace will be a single DL email.
Here, the end users are replying back to that email and there we can see the DL as well as the HR agent's personal email.
In the work notes, i can see the HR agent replying to the initial email and it went as expected (official email in the FROM field and user in the TO field).
For the email received from the user, i noticed in the TO field, there was the official email as well the agent's personal email). These mails are also going to the agent's personal mail which as per the requirement, not supposed to.
I thought of sending an email to that official email but as it is a live, we dont want to mess up.
as for the dev and test env, i couldn't figure out how to send an reply email so the dev or test will automate.
I want to understand if this was configured in such a way? or is that an issue
Help me out in any way.
