CC in the email notification not working

[Shanthi10]

I have written  an email script to show a specific email address in CC of emails.

1. I have tried writing gliderecord in the mail script and make the CC in the emails calling the ${mail_script:Add_CC} in notifications

var user = new GlideRecord('sys_user');
user.addQuery("sys_id",'SYS_ID of the user record');
user.query();
while (user.next()) {
email.addAddress('cc', user.email, user.getDisplayValue());

2. I have hard coded the email address and tried adding email address in CC of emails using

email.addAddress("cc", "Email address", "Name");.

Both the results are working for me when I verified in the email logs but when I verified the notifications in outlook, they have received with out setting CC and it is blank.

Need help on how to resolve this issue.

[Mike Patel]

try below

email.addAddress('cc', user.email.toString(), user.getDisplayValue());

[Ajay_Chavan]

You just set the type, address you want to send and the address display name. You need to write this in the email scripts.

//email.addAddress(type, address, displayname);

email.addAddress("cc","john.copy@example.com","John Roberts");

in your case as your querying the table and getting values put something like below:

email.addAddress('cc', user.email, user.getDisplayValue());

Mark this answer as correct if this resolves your issue

[Shanthi10]

Hi Ajay,

Thank you for the feedback. I have tried the same but I am unable to set the CC in outlook. When I verified email logs, I am able to see the CC to the required email 

[Prateek kumar · Accepted solution]

If you can see the CC to the required email, then SNOW is copying the user in the email.

Check with Microsoft team and see if there is some issue to the users email in receiving emails from ServiceNow