Our HR users frequently use the 3 dot menu in an HR Case form to send an email to the Opened for/ Subject Person. In cases where the business email is empty, the To field in the Compose Email popout window does not populate with a value. We would like to be able to pull in the personal email, to streamline the process for our HR users sending these emails.
Is there any way to change the way the Email Popout pulls in an email address?
Hey Brian,
I also wanted to do something like this - and according to ServiceNow Doc, we should be able to just separate by commas, and use the field name/email address within the Email Clients. But, I think the email client only checks the sys_user table. We already know that the field 'email' is on the user account from the sys_user table. This is typically the main email address that is associated with the user's account. Then we have the HR Profile table, that houses more information. On the HR Profile table, we have again, the main 'email' field along with personal_email field. Again, according to SN Docs, we should be able to do something like this from the email client template:
However, when I attempted this, it would not work for me. So, I did something really quick. I created my own 'u_personal_email' field on the user account (sys_user table). to look like this:
Now my email client has that as the field added:
And when I go to a Case where I am personally the requestor (for viewing purposes to this post), it generates both of my email addresses:
Overall, not sure if this is ideal. We use Workday as our main HCM and our integration pulls both primary work and personal email addresses. However, if Primary work is empty, pull personal and move that into the SN Primary. So I know we can adjust our integration a little bit to take personal email from workday, and move it into both personal_email AND u_personal_email fields in SN to be stored.
I hope this helps you out in some way or another. Again, per SN Docs, we should be able to just add the field name(s) that hold email addresses, as mentioned above. I did exactly that and it never pulled the OOTB 'personal_email'. That is what makes be think that the email client only points to sys_user table, and not other tables.
Cheers!
-Rob
Hey Brian,
I also wanted to do something like this - and according to ServiceNow Doc, we should be able to just separate by commas, and use the field name/email address within the Email Clients. But, I think the email client only checks the sys_user table. We already know that the field 'email' is on the user account from the sys_user table. This is typically the main email address that is associated with the user's account. Then we have the HR Profile table, that houses more information. On the HR Profile table, we have again, the main 'email' field along with personal_email field. Again, according to SN Docs, we should be able to do something like this from the email client template:
However, when I attempted this, it would not work for me. So, I did something really quick. I created my own 'u_personal_email' field on the user account (sys_user table). to look like this:
Now my email client has that as the field added:
And when I go to a Case where I am personally the requestor (for viewing purposes to this post), it generates both of my email addresses:
Overall, not sure if this is ideal. We use Workday as our main HCM and our integration pulls both primary work and personal email addresses. However, if Primary work is empty, pull personal and move that into the SN Primary. So I know we can adjust our integration a little bit to take personal email from workday, and move it into both personal_email AND u_personal_email fields in SN to be stored.
I hope this helps you out in some way or another. Again, per SN Docs, we should be able to just add the field name(s) that hold email addresses, as mentioned above. I did exactly that and it never pulled the OOTB 'personal_email'. That is what makes be think that the email client only points to sys_user table, and not other tables.
Cheers!
-Rob
Hey Rob,
Thank you so much for your response! You got me pointed in the right direction and I found something that worked!
As you mentioned, the Opened for and Subject person fields point to the User table, which does not contain the personal_email field. Which makes those fields not super helpful.. BUT! The HR Case tables have system created fields call "HR Profile" (hr_profile) and "Subject person HR profile" (subject_person_hr_profile).
Those two fields are references to the HR Profile record associated with the case's opened_for and subject_person fields. Which means I was able to pull in the personal email using those fields, as seen below!
Edit: For those unfamiliar where these changes are made, these records are found in "Client Templates" under the Email navigation menu item. More information here: https://community.servicenow.com/community?id=community_question&sys_id=5b45c3addbd8dbc01dcaf3231f961919
