Quick messages - how can I pre-populate the to and CC fields?

[MattA1]

Hi,

I've set up a quick message template to allow users to send out emails with key information about incidents.

However, I would like to be able to pre-populate the to field in the quick message with the members of a group which would be defined based upon where the incident was assigned.  So if it was assigned to Helpdesk, there would be a group called Helpdesk-alert (or something like that) which would contain the users who need to receive the email.

The user can then add or remove further users as required.

It seems like similar is possible from searching in the community but I can't work out exactly how to do this.  If having the two groups is a problem them I'm happy to consider other options or even another incident attribute which can be used to formulate a distribution list.

Many thanks - I'm still a newbie so apologies if this is basic stuff 🙂 

[Sagar Pagar]

Hi,

Are you talking about Quick messages in email client templates? if yes, then it is just used to add some quick messages like signature, notes, comments etc. not to set the TO and CC users.

Could you please share more details about requirements. ie. screenshots.

Thanks,
Sagar Pagar

[MattA1]

Hi @Sagar pagar 

This isn't the finished email but to give you an idea - I want the user to be able to send something like this when an incident is flagged as P1 or P2.

However I would like a simple way for the a recipient list to be provided based on the group that the incident belongs to which can be added to or edited if required before sending.

Thank you!

[ChrisRoss]

Did you ever figure this out? I'm trying todo the exact thing, populate the "to" field in the quick message with the requester email and populate the "cc" field with another variable field. 

[MattA1]

Hi... no I didn't figure it out.  Apparently it can't be done in a Quick Message.

The best I could come up with was to add some variables to the message that displayed the intended recipient(s) so in your case the requester email and just cut and paste.  Which is awfully clunky but at least you have the data there to move to the required fields I guess.

Let me know if you do crack it!