Sending email from a HR case defaulting to respond to initial email

[Thedavisrun]

Some HR groups have asked if there is an option to respond to different emails within a HR Case. At the moment when the HR agents click on send email the email will default to look like a response to initial mail received in that HR Case. This means they need to copy and paste the mail thread to the mail being sent out from the ticket.
They would like that it defaulted to respond with the full email thread as default or that they can select the email to respond to(or at least the last email received).
Is this a setting that can be changed? 

(I realise they should use the additional comments but for some users they do not have access ot the portal to see tickets they have open)

[Andrew Barnes -]

Greetings Thedavisrun,

 I think you want to edit the system policy -> email -> client template -> reply - which is what inserts that initial email copy into the outbound email. 

-Andrew Barnes
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[Thedavisrun]

Yes that is correct but i´m looking for the template called when using the email option as in the below screenshot.  From the "more options" icon at the top of the case and can´t see what template is being called that by default.  Would it be in another place other than what you said?

[Michael Ritchie]

The templates used by that feature are called Email Client Templates which are located in the System Policy application.  You can read more about them here:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/notification/task/t_Cr...