Quick Message Using Client Email Template with Email Script Displays Automatically

sue-ellen
Tera Contributor

3 weeks ago

I am facing an issue with ServiceNow Quick Messages that use a Client Email Template which calls an Email Script.

The problem is that the message content is displayed automatically, even without explicitly selecting the Quick Message template. This behavior occurs as soon as the form loads or the Quick Message UI is opened.

 

Expected behavior:
The message should only be populated after the Quick Message template is manually selected.

Has anyone encountered this issue before?
Is there a known limitation, configuration setting, or best practice when using Email Scripts inside Client Email Templates for Quick Messages?

Attached: screenshot for Quick message has message in body before selecting Quick Message template

 

Note: I tried to add Conditions in Email template , to restrict the automatic Firing of the message but didn't work at all.

Any guidance or recommended approach would be appreciated.

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Diogo Ramos
Giga Sage

3 weeks ago

Hello Sue, 

Normally quick messages are not applied by default, but client templates yes. The lowest order client template will be applied by default if the conditions of the template match. Also you cannot add mail scripts to quick messages (At least out of the box, unless you have a customization to handle it). 

Please find your email client template, modify the condition to have something that is never true (I have used something like number = empty, meaning that client template is never getting applied automatically), and from there review the behavior.

DiogoRamos_0-1768549685953.png


What you are presenting is normally not happening in out of the box setup, not sure if you have any customization on this behavior, but start with reviewing the email client template. 

I hope this helps. 
Diogo


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