We have a specific need to populate the values from the catalog item variables by leveraging a template. This involves systematically incorporating data into the catalog item variables to ensure they align seamlessly with the desired template structure.
Steps for incorporating a template and integrating dynamic values into it:
1. Go to the Email Client Template and initiate a new one. If you intend to display the template for a specific task, provide the conditions; otherwise, it is optional. Customize the content according to your needs.
2. You can retrieve the catalog item variables in the following format.
3. Upon clicking the Email button, a pop-up window will appear, containing all the provided information, for composing the email.
We have a need to include an email icon in the “sc_task” table, and when selected, the email body and recipients should auto-populate.
While the Email icon is automatically enabled in the incident table by default, for other out-of-the-box (OOB) tables and custom tables, manual configuration is required.
Tip: Procedure to add email icon:
The following three steps need to be executed:
1. Navigate to System Definition -> Dictionary -> Search by the table and select the record where Type equals Collection.
Access the "Attributes" tab, click on New, choose "Email client" from the list, and set the value to true. Save the updated record.
2. By default, ITIL users have visibility of the "Email client." If you are utilizing a different role, ensure to incorporate that role into the specified ACL named "EmailClientProcessor."
3. The user must possess the ability to write to the table. Establish an ACL that grants write privileges on the table for a specific role.
