Is it possible to attach a custom signature per user to email templates?

[sherman_1206]

Our analysts process many tickets on a daily basis and have become fond of email templates to make communicating with customers easier. However, we have had many analysts ask if its possible to attach a custom signature to their email templates?

They are using the email macro on the incident form for example to popup and select a email template to send back. Is there a way for them to further personalize these?

My initial thoughts were to potentially add a signature field to the sys_user table. Then write a simple GlideRecord query to pull the users signature and toss it into the email template however it appears the email template does not allow for this type of scripting.

Has anyone achieved this? If so how?

[MB26]

What you have proposed would be really cool. Each user, maybe under their user profile could create their own html signature, then the email client would slap it in there. Currently it doesn't look like there is a smooth / integrated way to do this. This email client appears to be a backend form, not really available to edit as you would a standard form. One idea I did have would be to use the email quick messages. Each quick message can have a user or group specified. If each user had a quick message (signature) assigned to their user, they would only be able to see their own. The process would be they apply their signature first then write a response. Now a draw back to this, is only one quick message can be applied. If you try to add another quick message, the first will be replaced including anything they typed in. Although not a really the best solution, just a quick thought I had. Good luck.

[sherman_1206]

Any idea how to delimit the quick message list per group or per user? I have not looked much into any of this but seem roughly aware of whats available and what is not. However, due to the size of our organization and everyone wanting "quick messages" I first want to determine how I can filter the email template drop down on quick messages to only show some messages. Otherwise we will have way too many to be useful for anyone particular area/group/user.

[MB26]

You can really only limit based on user or group. If a particular user is selected, only that person will see it. If the group, only people in that group will see it. The problem with this option is you cannot apply a group related quick message, then an individual "signature" quick message. But this is how it is for now with quick messages. http://wiki.service-now.com/index.php?title=Enabling_the_Email_Client#Quick_Messages

[sherman_1206]

Thanks, looks like for now I will table this because we have many other applications to roll out in SN which take precedence over this. Would like to see this at some point though.