Set Send To from email client Quick Messages

[-Andrew-]

Good morning all,

I was wondering if there is a way to set the send to, CC and BCC fields on the email client based on the selected Quick Message, and not the actual email client template.

I've tried to look this up but can't find an answer.

Thanks!!

[palanikumar]

cc and bcc can be added using script. Please find the sample script

email.addAddress("cc","email@example.com");
email.addAddress("bcc","email@example.com");

[-Andrew-]

Thanks - how do you manage this through Email Quick Messages?

[Nick Parsons · Accepted solution]

Unfortunately, there isn't a way (at least from the number of different ways I've tried in the past). Quick messages are limited in that they can only modify the email body - unless you use some custom hacky solution. There have been a number of requests in the past to get ServiceNow to implement this behavior, but unfortunately, they haven't received enough traction to warrant ServiceNow's attention. The best we can do for the time being is to upvote ideas like these. 

Some ideas that might help:

• Email Client Templates allow you to populate fields such as CC, BCC, etc. Depending on your use case, this might be enough so that it populates these fields when you initially open your email client. You can even specify certain conditions so that different templates are used in different cases. 
• Create your own custom solution. You could create a UI action that when clicked, opens a GlideModal that displays a UI page. The UI page can use a dropdown list that lists email client templates (not quick messages). When you select an email client template, it opens the email client window for that template that was selected. This is a customisation, so you might want to avoid doing this. 

[-Andrew-]

Hi Nick,

Thanks for your response - this is really helpful, thank you!