Hello All, I want 'Reply To' field blank. when I open the email client template from incident form, currently this field auto populate with default address. please help me to configure this.Thank you

[Para5]

I have also created new Email Client Template.In that in Reply To field I didn't set anything.

 

[Arav]

Hi,

Should "Reply To" be visible on the client template ? If not, consider hiding it by unchecking the "Display Reply-To" checkbox in Default Email Client Configuration

Thanks,

Arav

[Para5]

 Yes "Reply To" be visible on the client template

[Arav · Accepted solution]

Please check the article below. ServiceNow is recommending the approach I had suggested.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0832276

But if you must have the field with blank "Reply To", then try the following.

In the email template's "Reply To" field, add javascript: " " (see below).

Note that this would add a space in "Reply to" but will work as intended. I personally don't prefer this and you may want to discuss with your team on the way forward.

[Daniel R2]

@Arav - We are currently facing something similar on our CSM project, but are actually facing the opposite. When we select 'reply' on an email from within a case, the 'to' field is not populated. What could be the reason for this?