UI Action

AbooK
Tera Contributor

‎12-11-2023 02:50 AM

Dont know if this is the right place to post this.

 

But I have an Agent Workspace, and i want to be able to use an existing UI Action, which is possible to choose when opening a record, for example a STA or RIT. 

 

AbooK_0-1702291514991.png

 

For example this UI Action called "Compose Email" is available when i open the form.

But what I want to be able to do is when I am on the list view I want to be able to choose many "tickets", so I have have this UI Action and click "Compose Email" so I can send email to all of the tickets i choose.

See the picture below:

AbooK_1-1702291720806.png

 

So for example under the "Assign to me" I want to be able to also add "Compose Email" so that I dont have to go into each ticket and do it.

 

Is there a possible simple solution for this?

0 Helpfuls
  • 493 Views
8 REPLIES 8

Dr Atul G- LNG
Tera Patron
Tera Patron
In response to AbooK

‎12-13-2023 05:58 AM

Hi @AbooK 

 

sorry, I was away yesterday but I agree with @SanjivMeher  and same point, it is not feasible way also, why you wantto send same email content to  3 users where all are in different issue type and solution. 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

SanjivMeher
Kilo Patron
Kilo Patron

‎12-11-2023 09:48 AM

You can build a UI action to trigger emails for multiple tickets. But Compose Email is not feasible, because it opens a new window to compose an email and agents can draft the email there and send. Imagine, you select 50 incident and click the compose email, it would open 50 windows. Not a good solution. But if you already have a notification setup and you want to trigger an email when a UI action is select, you should definitely be able to do that.

 

 


Please mark this response as correct or helpful if it assisted you with your question.
0 Helpfuls

AbooK
Tera Contributor
In response to SanjivMeher

‎12-12-2023 01:45 AM

Hey @SanjivMeher ,

 

Thanks for your suggestion. I totally agree with you. But it's like we dont want to open for example 50 new windows, but if we select 50 incidents, we want all those incidents "callers" emails to be added into that draft email, so that 1 email can be sent out to all those callers. Because the email that is going to be sent is going to be written manually, and be different each time. If you get what i mean?

 

Regards

Abu

0 Helpfuls

SanjivMeher
Kilo Patron
Kilo Patron
In response to AbooK

‎12-13-2023 09:58 AM

Its a valid use case. But if you have to send 1 Email, I would suggest making once incident as parent and rest all as child, as I assume those are related incidents. Then from the parent, provide option to compose Email. The mail script can pull the caller from child incident and add them to To or CC. 

I dont think Composing Email from List View is a feasible option.

If you have a Pre-configured notification, that you would like to send from list view, it is feasible by triggering event for each incident.


Please mark this response as correct or helpful if it assisted you with your question.
0 Helpfuls