Email Client Template not sending when called from a UI Action

Jason Nicholas · ‎12-20-2023

I have created a UI action that calls an Email Client Template

When I use the UI Action (button) the correct email is called however when I send it using the send button on the email popup the email does not send and the ticket does not get updated (Email not showing on the sent folder)

If I select 'More Options > Email' however once again the required email is called and pops up in a new window and this time when I click send the email is sent and the ticket is updated.

Does anyone have any idea why this is happening and where I can begin my investigations

Thanks

Dr Atul G- LNG · ‎12-20-2023

Hi @Jason Nicholas

You are trying in PDI? If yes, then email will not work ( Inbound /outbound) due to security restrictions.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Jason Nicholas · ‎12-20-2023

This is in a Production ServiceNow instance. The email is sent successfully and ticket updated when called on via 'More Options > Email' however when called on via the UI action it does not

Ankur Bawiskar · ‎12-20-2023

@Jason Nicholas

is this happening in lower instance as well?

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Jason Nicholas · ‎12-20-2023

Hi

I am getting the same results in our development system as well.

Jason