How to auto-expand CC and BCC fields by default?
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3 weeks ago
I have a requirement to auto-expand the CC and BCC fields by default when users open the Email (Compose Email) from a form (e.g., Case/Incident) in ServiceNow.
- Current Behavior
- When users click on Email / Compose, the email client opens
- The CC and BCC fields are collapsed by default
- Users need to manually click on “CC” and “BCC” to expand them
- Requirement
- CC and BCC fields should be visible (expanded) by default when the email client loads
- This should apply for all users across the platform
Refer the attached screenshots. Image 2 is current behavior, Image 3 is requirement.
1 REPLY 1
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3 weeks ago
Hi @srohan24 ,
ServiceNow does not provide a supported mechanism to auto‑expand CC and BCC fields in the Compose Email window. This behavior is controlled by platform UI code and is not configurable via properties, scripts, or policies. Any attempt to force expansion via DOM manipulation is unsupported and upgrade‑unsafe. The recommended alternatives are user training, pre‑populated email templates.
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