Work Notes with Email client

[R_ana]

Hi All,

I need to add work notes to the Incident when someone clicks on "Email" option available on the Incident table at the top. I understand its not a standard UI action , but actually an attribute configured on the table to enable/disable email client option. Hence not able to add logic straightaway to add work notes. 

Any suggestions would be much appreciated. 

Regards,

R'ana

[POOJA SINGH18]

Hi @R_ana ,

You can make use of email client template for this use case. Please look https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/task/t_Cre....

Hope it helps and please mark helpful if it solves the issue.

Thanks,

Pooja Singh

[Weird]

In Navigation you can search for quick messages.
These are sort of templates for the email client.
In there you can define a table and conditions for the quick message and fill in information automatically when the user opens the client.

For example using ${work_notes} would include work notes to the client.
Composing emails with quick messages (servicenow.com)

[Harish KM]

Hi you need to configure quick message for this and User needs to select the quick message to insert worknotes . Example below

[R_ana]

Hi All,

Thanks for your suggestions. The Quick Message option allows me to add worknotes to the email being sent.

However, the ask is to add work notes to the incident( not the email being sent) to just audit that there was an activity from email client.

Appreciate all your help!.

Thanks,

R'ana