Hide 'Reply To' field from email composer in AW

Nishant Kehar
Tera Expert

‎06-04-2024 12:57 PM

So I am facing a very odd issue with my HR configurable workspace. So for my hr case table I have disabled the 'Display Reply-To' in Email Client Configuration for that particular table. It is working as expected and users are not able to see the field. But one of the users is able to see this option when opening the record in HR workspace. I have been able to identify 2 users who are able to see the field.

 

Is there a separate configuration for workspaces to disable the email composer components? (Although this seems unlikely because only two users are affected by this)

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michaelj_sherid
ServiceNow Employee
ServiceNow Employee

‎06-11-2024 06:52 AM

@Nishant Kehar There is not a separate component that you would have to configure. I just tested this on my instance that is on 3.0.1 version of Agent Workspace for HR Case Mgmt. and When I set the Email Client Configuration it is honored in the workspace, I do not see the Reply to or From fields. If it is only a few users that are still seeing the fields, it is my guess that it is cache or some other mitigating factor. I would check to see what Browser they are using just to weed that out. In short, you should be able to see the same in the configurable workspace as you do in the UI16 for those users.

If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Regards,

Mike