Set Send To from email client Quick Messages

-Andrew- · ‎06-08-2022

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!!

Nick Parsons · ‎06-08-2022

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.

View solution in original post

Nick Parsons · ‎06-08-2022

No worries Andrew, glad to help 🙂

Ankur Bawiskar · ‎06-08-2022

Hi,

Nope.

Quick message is just used to define the table, body and not the recipients.

Those need to be handled via email client template only

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

-Andrew- · ‎06-08-2022

Hi Ankur,

Thank you for your response - informative and to the point!

Community Alums · ‎03-12-2024

I know this is an old post, but ServiceNow allows you to modify the FROM. To display it, navigate to Email Client > Email Client Configuration. Open the Default and check the 'Display From' under the Display Configuration section.

For who ever is looking....