When viewing an incident in form view, users can click the More options icon (three dots) and send an email from the form. However, when a user clicks this email option, the user's name appears in the CC field and cannot be removed in the Email Client

Steps to Reproduce


  1. Navigate to Incident > Open and select an incident, viewing it in form view.

  2. In the header, click the More options icon (three dots).

  3. Open the email client.

  4. Try to remove the email address in the CC field.

    Note you cannot remove the email address.


Create a new email client template with empty BCC/CC field for the relevant table.

The following example illustrates a client template.

  1. Go to sys_email_client_template.list in the filter navigator.

  2. Specify the following values in the form:

    Name = "incident email client"
    Table = "incident"
    To = "${caller_id.email}"
    Subject = "$(number) - ${short_description}"

    Once you have the fix, you can safely delete the client template.

    The following illustration shows the template:


Related Problem: PRB753659

Seen In

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Fixed In

Istanbul Patch 3

Associated Community Threads

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Article Information

Last Updated:2017-07-12 18:01:39