No Email Address Are Populated On CC Field When Composing Email From Html Service (Doc ID 1373687.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Symptoms

HTML Service Request form- 12.1.2 - Compose Email Functionality

Actual Behavior

When composing emails from HTML Service Requests, email addresses are not populated in the CC field when there are additional Contacts associated with the SR even though the profile option ''Service: Enable Defaulting CC field in Email Header While Sending An Email In Service Request Form" is set to Yes.

Expected Behavior

HTML Service page should populate the CC email address the same as it does in the SR form, when all the set up has been done.

Steps to Reproduce

The issue can be reproduced at will with the following steps:

1. Create new SR in Customer Support and add contacts for the SR
2. Two or more emails addresses are included in Contacts/Address tab
3. Compose new email from SR form, one or more email address are populated on new email CC field.
4. Find the same SR in HTML Service, then to compose new email from HTML service contacts. See that no email addresses are populated on new email CC field.

Changes

Cause

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