Email Client Template

[amacqueen]

Up till now we haven't been using the built in email client but over the holiday I decided to examine the functionality a bit more and it seems we have a potentially very useful tool here.

The one issue I have is that I want to include a link to the original incident in the 'Email Client Template' so I have added to the body of the email 'Click here to view the incident record ${URI}' however that generated a complete URL rather than the normal LINK shortcut. I have also tried ${URI_REF} with exactly the same results.

Is there a way I can get either of these to work as intended from an Email Client Template?

TIA

[zachkenyon]

Here's a workaround that looks kind of messy, but it works.

In the body of the mail template, you can put something like this: (removing the spaces from the HTML tags)

< a href="${URI}">LINK< /a>

When your users hit the Email client icon, in the body they'll see the full HTML of the link:

< a href="https://demo011.service-now.com/nav_to.do?uri=incident.do%3Fsys_id=e8caedcbc0a80164017df472f39eaed1%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true">LINK< /a>

But when they send the message, the user will see the LINK hyperlink, assuming their mail client handles HTML e-mail.

[amacqueen]

That worked perfectly, many thanks.