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Description

An email address in the CC field also appears in the To field when an inbound email is updated in target record activity logs.

Steps to Reproduce

  1. Create an email message with recipients in both the To and Cc fields and send it to the instance to be processed as an incident.

  2. Process the email message by an inbound action. For example, Create Incident.

    Email after being processed

    A new record is created/updated in the target table (for example, incident) and the received email is in the activity logs.

    Note that the recipient in the Cc of the email is incorrectly also appearing in the To field.

    how it looks on the activity stream

Workaround

This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

As a workaround, some with the right privileges can make these updates:

  1. Input "sys_email_client_template.list" in the navigator and hit enter, it should take you to some url like /nav_to.do?uri=%2Fsys_email_client_template_list.do
  2. Click on the "replyall-sent" record
  3. In the "Recipients" block, change the "To" field to "recipients" and the "Cc" field to "copied"
  4. Click "Update"

Related Problem: PRB704068

Seen In

Geneva Patch 6
Helsinki Patch 2
SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1
SR - IRM - Vendor Risk Management - Madrid 2019 Q1

Intended Fix Version

Paris

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-06-15 08:24:42
Published:2019-12-16
2017-03-08_0834-cc-to-case-email-incident.png2017-03-08_0834-cc-to-case-email.pngtest-validate-cc-to-email.png