In the email client how can I let the user set the "Importance" flag?

HugoFirst · ‎03-28-2016

My ServiceDesk staff have the need to indicate that some questions that they send are urgent.

The messages are sent via the email client.

Is there a way to expose this function to them?

HugoFirst · ‎03-29-2016

Short story: Good catch Robert!

I originally had checked my junk mail folder and the email was not there. I had also generated other notices in test which did appear in my inbox. Hence my (inaccurate) conclusion.

With your prompt, I ran the tests once again. Only this time, I also checked a new folder which was recently been implemented by our email admins, "clutter".

You guessed it, there they were. I don't know what it is about the email client mail that MS-Outlook thinks that its email is clutter, and regular notices are not. But thanks to you I have finally closed the loop on my test. ( and it does work, the importance flag does get set by the BR ).

Would you reply with this text ( the BR which I'm using ). I'll mark it as the correct answer and give you credit for getting me to the right conclusion.

---- start text for business rule ----

Before business rule ( on update )

if ( current.subject.match(/^!/) )

{

current.importance = "high";

}

---- end text for business rule ----

Thanks again.

View solution in original post

Inactive_Us1474 · ‎03-28-2016

Hi,

In the email notifications being triggered to the users, you can mention something in the content such as "High Importance"..

Thanks,

Hit Like/Helpful, feedback is appreciated.

Uncle Rob · ‎03-28-2016

I think you can only adjust importance on a Notification definition. It doesn't appear as an option on email client (as you've already noticed). The problem is they don't give you access to modify whatever interface is making the email client.

HugoFirst · ‎03-28-2016

Thanks for responding Akhil and Robert.

I'm afraid that Robert is correct, that this feature is not exposed on the email client.

For those who may not know what I'm talking about, my end-goal is to set the SMTP header "Importance" to "high".

See RFC 4021 - Registration of Mail and MIME Header Fields for a description.

I figure if I can set the "importance" field in the email object I could make it happen.

Maybe I can put a business rule on the email table...

HugoFirst · ‎03-28-2016

FWIW: I'm experimenting with a business rule on the sys-email table.

It is before update and it checks to see if the email is outgoing and if the subject begins with an exclamation point.

If the criteria match, the BR sets the importance to high.

In my experiments in the test environment, this appears to work. I sent an email using the email client and if I put a '!" as the first character in the Subject, the importance variable is set to high. I can see it in the log.

Unfortunately, I can't seem to test it with a real email being sent. While I turned on "sending enabled" and put my email address in as the recipient of all email, I never receive an email which is sent from the client. I do receive most other email though ( such as the notifications for incidents, etc. ).

I may talk to the requester and see if the "exclamation point in the subject" is useable, and if so, install it to prod and send a quick email from there.