After configuring email on an instance with UI16, if you send an email from an incident, the emails do not show the CC field when displayed in the activity formatter on this incident.

Steps to Reproduce

  1. Navigate to Incident > Open and open an active incident from the incident table.

  2. Click  at the top of the incident and click Email.

  3. Provide a valid email address (for example, your own) for the To and CC fields, type something into the body, and then click Send.

    Note that in UI16, the CC field does not show in the activity formatter.

  4. Switch to UI11 (navpage.do?sysparm_device=desktop) and open the same incident.

    Note that the CC field is displayed in the activity formatter.



Use UI15 instead of UI16.  If you are able to upgrade, review the Fixed In field to determine the versions that have a permanent fix.

Related Problem: PRB667491

Seen In

Geneva Patch 4
Geneva Patch 4 Hot Fix 6
Geneva Patch 5
Geneva Patch 6
Geneva Patch 6 Hot Fix 2
Geneva Patch 6 Hot Fix 4
Geneva Patch 7
Helsinki Patch 4
Helsinki Patch 5

Fixed In

Geneva Patch 8
Helsinki Patch 1

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2017-04-10 10:22:28