How to reply/forward email within a ticket

[Ananya Venkat]

Hello!

Requirement is to have reply forward options within the ticket that means to be able to reply or forward to the email from within the ticket  itself. Is there a way to achieve it?

I have seen a post regarding property that enables Reply, Reply all and Forward buttons but I am not sure why the property is not working. Is there any alternate solution for this use case? Please help!

Ticket and mail: (Reply , Forward buttons not visible)

Property enabled:

[Sai Kumar B]

@Ananya Venkat 

can you try to replicate from this article - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0639937

[Ananya Venkat]

Hi @Sai Kumar B ,

Thanks for the reply!

I have done the same thing and I can see the buttons on incident form and problem form but not on case form. I have this doubt whether the property needs to be of string type or true/false type.  Please suggest.

(By default, the email_reply UI Macro is not active and I left it as is.) 

Also, is there any possibility to make them appear only on CSM and not globally  unless there is a requirement to make it global?

[Sai Kumar B]

It's a global change, and Yes, The system property type should be True/false. If my response is helpful you can mark it as correct and close the loop. It would help future readers as well.