Sending an email from HR Ticket defaulting to respond to initial email
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‎05-22-2024 02:23 PM
I was wondering if there is an option to respond to different emails within an HR ticket. Right now when we send an email by clicking more options > email, the email will default to look like a response, but the original email is not there. This means we need to copy and paste the email thread to the email response that is being sent out from the ticket.
Does anyone know how to change this setting so it's defaulted to respond with the full email thread instead of having to do the copy & paste every time?
#ServiceNow #HRManagement #ServiceManagement
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‎05-24-2024 08:20 AM - edited ‎05-24-2024 08:23 AM
Hi @will_aponte,
Can you try out the steps mentioned in this KB article and let me know if it works?
UI16 does not render the email reply, reply all, forward button on the activity (filtered) formatter...
You need not perform the second step, i.e. activating the email_reply UI Macro, I think.
Perhaps, if sending emails is enabled on your instance, then creating the sys property 'glide.ui16.emailStreamResponseActions' and setting it to true could do the trick.
Related question - How to reply/forward email within a ticket
