Set Subject: To: CC: BCC: Using Quick Messages

[Dan Menter1]

Hello, I have been tasked with creating some quick messages. Our use case is a series of predefined notification to a third party. These are only sent on an ad hoc basis so it doesn't seem like there is a way to schedule the messages being sent.

These messages are sent to a list of predefined recipients and I would like to have the quick message dropdown set those fields based on which quick message is used.I would also like to set the subject with information pulled directly from the INC.

I Looked and was unable to find any business rules, client scripts, script includes, or any way to modify the quick message UI action to do this. Is this something possible?

I looked through the source and noticed that the email client has a line for applying the canned messages but was unable to locate this function anywhere.

onChange="setCannedText(this, false);

[Ct111]

Hi,

I think the below links will help you in setting these fields

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/task/t_QuickMessages.html

https://community.servicenow.com/community?id=community_question&sys_id=cc8a0be9db5cdbc01dcaf3231f961970

https://community.servicenow.com/community?id=community_question&sys_id=29ce7aa5db58dbc01dcaf3231f96197a

Mark my ANSWER as CORRECT and HELPFUL if it helped without fail

[Ct111]

Hi,

If I have given answer to your question . Would please mind  mark the ANSWER as CORRECT so that if anyone comes in future to see it he would be ablw to find it out easlily

[Shodi Bakoev]

HI @Dan Menter, 

You can configure this easily in the "Email Client Templates" under Email Client application. Or sys_email_client_template is table name.

For example this for sc_req_item table 



Once configured you can open quick message from RITM record "To", "CC" and Subject will be pulled dynamically. 

Hope it helps! 

Shodi Bakoev 

[Thomas G]

As far as I know, there can only be one Email Client Template per table meaning that if you define an Email Client Table for, say, the incident table, it would be applied to all Quick Messages created on that table. Am I wrong?

Best regards
Thomas