Email in Workspace incident gives incorrect From address in workstream

[Martin Lazenby]

When emailing the Caller from an Incident using the email tab in the Workspace view the From address appears as my own user record instead of the Helpdesk email address in the ticket activity stream in ServiceNow. In the Classic Incident view the correct Helpdesk address appears as the From value in the activity stream. Why does this happen or what is a fix for this in the workspace?

Workspace:

Classic view:

[Community Alums]

Hi @Martin Lazenby ,

Please follow the document :

https://docs.servicenow.com/bundle/xanadu-platform-user-interface/page/administer/workspace/concept/...

[Martin Lazenby]

Thanks for the document Sandeep, but it did not help resolving this issue. The logged in user's email address still displays in the From field in the Workspace email composition instead of the Helpdesk address as configured.

[AedenF]

Bumping this question as I am having this exact issue, hopefully this can be sorted!

[ThunderDev]

Same issue here after upgrade to Washington DC in CSM Configurable workspace. Anyone found a solution to this or submitted a hi ticket?