Email in Workspace incident gives incorrect From address in workstream

Martin Lazenby
Tera Contributor

‎08-28-2024 03:53 PM

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:

MartinLazenby_0-1724885585361.png

 

Classic view:

MartinLazenby_1-1724885600816.png

 

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ThunderDev
Tera Guru

‎10-17-2024 07:00 AM

I have the same issue,  I found this Known Error article that seems to address this issue: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1700513

 

Looks like it will be fixed in a patch 😞

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