ReplyAll Email Client Template is not working as expected -- From and To address are same - Support and Troubleshooting

ReplyAll Email Client Template is not working as expected -- From and To address are same Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } When using the Reply All option in the ServiceNow Email Client with a Reply All template, the system incorrectly adds the email account (from address) associated with the instance as a recipient. This leads to an unnecessary recipient being included in the outgoing email.

Example Scenario:

Subject: Testing the ServiceNow -->From Address:abc@outlook.de To Address: xyz.servicenow.com;

-->Now, click on reply all in the workspace. The below is the expectation: From Address: xyz.servicenow.com, To Address: abc@outlook.de

-->What is happening in the instance: From Address: xyz.servicenow.com, To Address: xyz.servicenow.com; abc.outlook.de

Impact: Users replying to emails may unintentionally send responses to the instance’s email account, causing redundant or looped communication.

Impact:

1. Affects Reply All behaviour with templates.

2. Standard Reply or Forward actions are not impacted.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } After Xanadu

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } When using the Reply All option in the ServiceNow Email Client, the instance’s email account (from address) is incorrectly included as a recipient. This happens due to changes in the Reply All template behaviour starting with the Xanadu release.

Technical Details:

In the Reply-All template, the following script is used to fetch recipients:

javascript: new EmailClientTemplateEvaluator().getRecipientsForReplyAllEmails(current)

This calls the EmailClientTemplateEvaluator Script Include, specifically the getRecipientsForReplyAllEmails method:

var EmailClientTemplateEvaluator = Class.create(); EmailClientTemplateEvaluator.prototype = { initialize: function() { },

getRecipientsForReplyEmails: function(sourceEmail) { var user = sourceEmail.getValue("user"); var gr = new GlideRecord("sys_user"); return user && gr.get(user) ? gr.getValue("email") : sourceEmail.getValue("user"); },

getRecipientsForReplyAllEmails: function(sourceEmail) { var fromRecipient = this.getRecipientsForReplyEmails(sourceEmail); var directRecipients = sourceEmail.getValue("direct");

var result = []; if (fromRecipient) // From Address is being included here result.push(fromRecipient); if (directRecipients) result.push(directRecipients); return result.join(","); },

type: 'EmailClientTemplateEvaluator' };

Behaviour Change:

1. Before Xanadu: The system invoked getRecipientsForReplyEmails() .

2. After Xanadu: The system now invokes getRecipientsForReplyAllEmails() , which explicitly adds the from address into the recipient list.

This behaviour has been identified as a defect.

Tracking Information:

1. Defect ID: PRB1928166

2. Resolution: A permanent fix will be delivered in a future release/update.

3. Customers can track progress through official release notes or by following the associated Problem Record.

Workaround:

1. As a temporary measure, you can comment out or remove the portion of the code that adds the from address into the recipients array:

if (fromRecipient) result.push(fromRecipient); // Comment or remove this line ⚠️ Important:

1. This workaround should be thoroughly tested in a Sub-Prod environment before implementing in Production.

2. Ensure no other dependent logic is affected.