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

Amanda Stoupa
Tera Guru

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? 

1 ACCEPTED SOLUTION

SanjivMeher
Kilo Patron
Kilo Patron

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


Please mark this response as correct or helpful if it assisted you with your question.

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14 REPLIES 14

SanjivMeher
Kilo Patron
Kilo Patron

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


Please mark this response as correct or helpful if it assisted you with your question.

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

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


Please mark this response as correct or helpful if it assisted you with your question.

Amanda Stoupa
Tera Guru

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.
    • This makes the Reply, Reply All and Forward buttons show up in the Activity Log. 
    • find_real_file.png
  2. Second, I created the mail script
    • 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);
  3. 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}
    • find_real_file.png
    • find_real_file.png