Can I edit the reply / Reply All / Forward "reply to" email buttons ?

[Jerome MAISETTI]

Hello
I activated the option to have "Reply" , "Reply All", "Forward" button when email are received in a case.
However, I would need to modify the automatic "reply to" address that is assigned in the email popup.
Do you know if this is something I can achieve ?
Idea would be that email to be the service center email from the current service contract of the case

Thanks

Jérôme

[SatyakiBose]

Hello @Jerome MAISETTI 

The email popup loads the UI page - email_client

This is embedded in the platform codes, and is not exposed to customers or admins.

Therefore you cannot change the mail id's set on the To field.

It will automatically pick the callers email id, and the email id of the current logged in user.

You will be only able to edit it manually.

[Jerome MAISETTI · Accepted solution]

Hello,
I managed to do it with some scripting in the templates.
Set the 'From Generation Type" to Text and do this : javascript: ClientTemplateContext.getCurrent().u_service_contract.u_service_mail

That worked 🙂

[SahityaC]

Hello,

can you explain in detail how you have achieved this?

Thank you 

[peterluther]

Found a way to solve this. I created a Before BR in sys_email on Insert. This is checking for  the related target records assignmentgroup and if mapped to that I'm setting the wanted send/reply-to adress in the email before if moves out of servicenow.

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(function executeRule(current, previous /*null when async*/) {

var gr = new GlideRecord('task');

gr.get(current.instance);

if (gr){

if (gr.assignment_group = "<sys_id of the group you want to handle"){ 

current.reply_to = "<my_other_email@comany.com>";

current.user = "<my_other_email@comany.com>";

}

}

})(current, previous);

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