Incident summary button/function

Community Alums · ‎11-26-2014

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 · ‎11-27-2014

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

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manish_vinayak · ‎11-27-2014

Hi Tim,

You can go with solution suggested by Kalai, i.e, Enabling the Email Client. But if you need some custom functions you can create a UI Page with processing script having gs.eventQueue() to trigger email event. And that UI Page can be loaded as a popup by using GlideDialogWindow.

Hope that helps.

Regards,

Manish

Anurag Tripathi · ‎11-27-2014

Hi Tim,

I feel best approach will be to create a button or link to show the summary, on click of this button have a UI page rendered that will have all the information you want to show as part of the incident's summary....and this ui page will also have a link "Email".

On click of this link you can ask the user to enter the email id/id's and pressing okay will sent the email.

By this you can see the summary and have an option to get an email or not, also users will have the flexibility as to who will receive the email (you can add features here like adding check box, saying ME, Assignment Group, Assigned To etc...)

-Anurag