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Issues with email client when added to catalog tasks

EricG2
Tera Guru

Thursday

Hello Team:

 

I've got an ask to have the email client available for catalog tasks.

I updated the table collection field's attributes to include email_client=true (i had a space after the = which caused it not to appear).

 

Now that it does, it's not functioning the same as it does for INC or RITM tickets.

EricG2_0-1783627684066.png

As you can see from the screenshot, the email client isn't populating the TO or CC correctly.
To should be the requested for (or requested by).  Instead it's populating with who Opened the RITM ticket.

 

Second issue i found, is that when i over write the CC it doesn't include those users when the email generates in the Outbox.  Only the TO: gets the message.

EricG2_1-1783627998016.png

Recipients should have included Guest as the TO and Me and may manager in the CC
e.g. guest@,me@,manager@


When can i go to change this behavior?

 

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EricG2
Tera Guru

Thursday

Update:

It's the end of the day, so i was a little rushed getting this done.

After searching the community, I discovered the I also needed to create an email client template for sc_task.
Done and almost working.

 

If I manually add to the CC or the To, what do i need to insure they too are included when the email is composed.  If I add them to the TO field, all is right with the world.

 

Thanks

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