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

Amanda Stoupa · ‎10-04-2018

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 · ‎10-04-2018

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

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SanjivMeher · ‎10-05-2018

Didn't know about glide.ui16.emailStreamResponseActions. I will add it to the blog. Thanks

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adriantan08 · ‎03-13-2020

How do you set the subject here? ${number} - ${short_description} doesn't seem to work here.

Amanda Stoupa · ‎03-13-2020

Hi adriantan08,

In my client templates I use "RE: ${subject}" for replies to email in the activity log and "${number} - ${short_description}" for new client emails. Don't use the quotes of course.

Lederick Batoy · ‎01-16-2020

Hello everyone! I would like to ask if how to enable the "reply to all" on this email functionality if servicenow have it. All I can see on the UI is "Reply to". Thanks!

Amanda Stoupa · ‎01-16-2020

Hi Bats,

If you are looking to make Reply, Reply All and Forward buttons show up in the Activity Log, please follow the steps I listed in my post above.

The "Reply to" option in the email client is separate functionality. It defines which mailbox the email is sent to when the person you emailed hits Reply.