How to use Reply, Reply all and Forward with HTML formatting?

[amandastoupa]

Does anyone know how to use Reply, Reply all and Forward (glide.ui16.emailStreamResponseActions = true) with HTML formatting? We are very email dependent right now.

My users (IT, HR and Facilities) want to be able to reply to a received email in the Activity log and have the original HTML formatted email populate in the ServiceNow email client. However, I haven't found a way to get it to show up with HTML instead of plain text. Does anyone know how to do this? 

[SanjivMeher · Accepted solution]

I have done similar implementation for my client

Below thread should give you the solution

https://community.servicenow.com/community?id=community_blog&sys_id=df609af8dbbbdb405ed4a851ca961928

[amandastoupa]

Thank you Sanjiv. That doesn't answer my exact case, but it gives me a few ideas on how to achieve it.

Also, that's a wonderful article that I wish had been available when I first implemented ServiceNow.  🙂 

-Amanda

[SanjivMeher]

Thanks you

Following two sections should solve both the use case you mentioned.

Receive Emails in HTML format

Auto-populate Email Body using Email Script

[amandastoupa]

For those who are curious as to what I did, here are the steps I followed:

1. First, I set the System Property 'glide.ui16.emailStreamResponseActions' to true.
2. • This makes the Reply, Reply All and Forward buttons show up in the Activity Log. 
   • 
3. Second, I created the mail script
4. • Name: get_journal_email_html
     Script:
     (function runMailScript(current, template, email, email_action, event) {
     
     var html_str = current.body.replace('[code]','');
     html_str = html_str.replace('[/code]','');
     template.print(html_str);
     
     })(current, template, email, email_action, event);
5. Third, I updated the 3 email Client Templates. I had to go into each one and delete the Plain Text mail scripts, change it to HTML and then paste the mail script into the Body HTML field: ${mail_script:get_journal_email_html}
6. • 
   •