How to Automatically populate the To: field when creating a Journal.Email from Incident or Service Request

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    Details

    This article describes on how to Automatically populate the To: field when creating a Journal.Email from Incident or Service Request.
    Automatically populate the To: field when creating a Journal.Email from Incident or Service Request. Ensure that it is an Outgoing Email and not being created by InternalServices.


    Resolution

    Automatically populate the To: field when creating a Journal.Email from Incident or Service Request and Ensure that it is an Outgoing Email and not being created by InternalServices. 

    To automatically populate the To: field when creating a Journal.Email from Incident or Service Request, set up the below business rule.

    The Business Rule is:
    $(if CreatedBy != "InternalServices" && Category == "Outgoing Email" &&
         ParentLink_Category == "Incident"
      then [Incident#.]Email
      else if CreatedBy != "InternalServices" && Category == "Outgoing Email" &&
              ParentLink_Category == "ServiceReq"
           then [ServiceReq#.]Email
           else ToAddrList)

    Set it to be run 'Whenever Subject is changed set'
    And 'Assign only if Target Field is empty'
    Target field is 'To Address List'