How can I 'Send email responses directly from cases' as per New York documentation?

[Rushikesh Mandh]

There's feature in New York release - Send email responses directly from cases as per following documentation link:

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

But I couldn't find these reply buttons as mentioned, how are they enabled?

[The SN Nerd]

Follow the Instructions here:

Configure email reply for the activity formatter in UI16

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/form-administrati...

Result:

[Rushikesh Mandh]

Hello Paul,

Thank you for your response. I'm aware about 'glide.ui16.emailStreamResponseActions' property which needs to be configured manually. However, as described here, Reply, reply all, and forward options are available by default. Also, mentioned procedure is a bit different :

1. Navigate to Customer Service > Cases > My Cases.
2. Select and open the case for which you want to send a response.
3. Click Reply to write a response to the customer.
4. Click the  icon to Reply to All the customer email ids mentioned in the original email or Forward the email to any other email id not mentioned earlier.
5. Compose your email and click Send.

I couldn't navigate as per above instructions.

[Inactive_Us2392]

I would also be interested in knowing how to enable this 🤔

[Rushikesh Mandh · Accepted solution]

Hello Sebastian,

The documentation has been updated in the Orlando version. Now it points to the Agent Workspace view for responding to the emails through activity formatter, which is doable.

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...