Scripting in Email Client Templates

[Heiko Bllr]

Hi,

I wanna add dynamic content to an email template and use it in the SNOW email client.

When I create a template in "System Policy - Email - Client Templates", the template is loaded as soon as the email client opens. So far so good. Here I can use <mail_script>.

But, when I wanna use Email Client Canned Messages "System Policy - Email - Quick Messages" and define my templates there - in those templates the <mail_script> tag is not processed. Instead the plain text is pasted into my email.

My intention is to paste the content of the last email received into the email client email body, so the user can actually reply to an email that was sent to the ticket before.

Does anyone have an idea how to fix that?

Thanks,

Heiko

[Kalaiarasan Pus]

Email - Quick Messages does not support mail scripts ....

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

[Heiko Bllr]

Meanwhile I wrote a UI Script to override the onChange event of the Quick Message select box.

After I got that done, I wished I could configure the tinyMCE editor a bit more than what SNOW allows us to do...

Heiko

[Heiko Bllr · Accepted solution]

Looking at this years later, the solution I would now recommend is not to use the email client and try to communicate as little as possible via email. Use the service portal or mobile app combined with virtual agent instead.