Can you create an email chain using the Email Client?

[James Rostron1]

Hi,

We have been asked by one of our internal teams using ServiceNow if there is a possibility that the email client can "pickup" previously sent emails on the incident record so that it continues as an email chain (ie. similar to outlook)

At the moment creating a new email in the email client only creates a blank email with some fields pulled in e.g. subject includes numbers and 'To' includes the caller.

Is there some clever way of it being able to read previously sent emails/replies from the same record and insert this into a new email so that it continues on the thread of email exchanges?

Many thanks,

James

[James Rostron1 · Accepted solution]

I eventually found a solution to this which was pretty simple after searching more of the community.

If you navigate to sys_properties.list and add the glide.ui16.emailStreamResponseActions and set the value true you should see the Reply, Reply All and Forward button for every email sent out and received in the record.

I had a follow on issue where the insert date/time stamp was not in native timezone.

To resolve this I had to edit the email script "insert_original_email_message" and replace this line:

(template.print("On " + cdate.toLocaleString() + ", '" + uname + "' wrote:\n\n");)

with: 

var gdt = new GlideDateTime(cdate); 
var curr_date = gdt.getDisplayValue(); 
template.print("On " + curr_date + ", '" + uname + "' wrote:\n\n");

Hopefully this will be useful for others.

[adriantan08]

Where can you find this: "insert_original_email_message"?

Can't find it in my Notification Email Scripts

[James Rostron1]

Hi Adrian,

Go to "Notification Email Scripts" from the app nav.

James

[Jaya5]

Hi James,

Good Day!!

I have added suggested Sys properties but the moment i clicked on create email button incident record the same is not capturing "previously sent emails" in that. Do let me know if any changes required from my end