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);

[Stefan Reichelt]

As far as I know, you can create as many templates as you need - just with different conditions + an order number when to use them. But the thing is that only Quick Messages allow us to change fields like recipients or the sender address, and that you can't simply select the template. So there is no real chance to simply switch the fields above by selecting a different message.
You can of course create dirty workarounds like introducing a template selection field on the ticket itself, so that the right Client Mail Template gets loaded automatically, but I don't think it can be a permanent solution.

[Thomas G]

Okay. I had an issue for a couple of weeks back where I couldn't figure out how to choose between different Email Client Templates that I have created on the same table. I then stumbled upon this KB: Email client only supports one email client template per table - Support and Troubleshooting (servic...

I have just created a Email Client Template on the incident table of my PDI, where the 'To' field is set to a specific recipient. After that, I have created two Quick Messages, also on the incident table. When applying both Quick Messages, I get the same recipient in the 'To' field as defined in the Email Client Template. 

[Stefan Reichelt]

By the way, see also the Idea raised by me which is at least already in status "In Consideration" which gives me some hope to get a native functionality for that within my lifetime:
View Idea Page - Now Support (servicenow.com)

[Thomas G]

Subscribed! Let's hope we live to see that idea implemented! 🙂