ITSM

[Vasu20]

Hi, 

When using the email client in the incident form the 'Caller' field of the incident gets filled in the "Email To" field of the incident where as the email client in the RITM the 'Requested By' field gets filled in the "CC" field of the RITM?
Is there any specific reason as to why the 'Requested By' field does not get filled in the 'Email To'?

Any help is appreciated.

Incident:

RITM:

Thanks and Regards,

Vasudev 

[Harish KM]

Hi @Vasu20 you need to create a record in the email template in "sys_email_client_template" table like below

and then it will get added in TO like below

[Vasu20]

@Harish KM  Thank you so much for the reply. Is there any specific reason for it to be in the 'CC' field and not on the 'Email To ' by default in the Out of the box.?

Thanks and Regards,

Vasudev S V

[Harish KM]

Hi @Vasu20 yes, your correct