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05-15-2025 12:16 AM
The functionality I've highlighted in yellow in the below image, What is called and where/how is it configure in ServiceNow?
Solved! Go to Solution.
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05-15-2025 12:20 AM
This is called more option. The email is called email client and it is part of the collection.
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]
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05-15-2025 12:20 AM
This is called more option. The email is called email client and it is part of the collection.
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]
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05-15-2025 01:02 AM
Thanks for the response!!
I already checked the Collection field.
In the Attributes field, email is already true.
and its working for these states
Pending review
Awaiting supplier response
Awaiting task completion
Pending Approval.
For the below states, Email option is not visible.
Closed - Rejected No No
Closed - Complete No No
Closed - Canceled No No
Pending Submission No No
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05-15-2025 01:20 AM
I checked this with an Incident record in the closed state, and it’s available even when the incident is closed. It seems like you have a custom state, which could be the reason it's not working
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]
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