Incident summary button/function

[Community Alums]

We have a requirement for the ability to quickly create a summary of an Incident (including comments and attachments) and send it in an email to an email address of a group or user outside of SNow. This would either be a button or link on the Incident form an ITIL user can click, which would open a popup window (much like the Email UI action window) with a summary of the Incident contents. Once the contents are verified, the ITIL user can click send, and the information is emailed to whoever requires it.

Does anyone know if this is possible, and if so, what the best way to approach this would be?

Cheers,

Tim

[ck_phenix · Accepted solution]

Hi Tim,

Yes, it is possible. All you have to do is create an UI action (for button or link) to call an UI page (pop-up window to display the summary of the Incident record and a To field to enter the email address) and finally your processing script in UI page to send the email using gs.eventQueue() function. For a read only summary of Incident, this should suffice. However, if you need to edit before sending out the email, that is also possible but I believe it involves some complexity.

Thanks,

CK

[Kalaiarasan Pus]

how about just using the mail icon available on the form header ?

http://wiki.servicenow.com/index.php?title=Enabling_the_Email_Client

[jsi]

Is it possible customize the mail icon functionality to add more info into the message field?

[Kalaiarasan Pus]

why not ofcourse possible...

http://wiki.servicenow.com/index.php?title=Enabling_the_Email_Client#Creating_Email_Client_Templates