Incident Email Signature

[larrygist]

We just got our own on Prem instance of ServiceNow after using a leased instance from Frontline. In the leased instance, when sending an email from within an incident, our names and titles were pre-populated as a "footer" in the email. In other words, pre-populated at the bottom of the body of the email. In our on-prem instance this is not set up, and I have not been able to find how to add this to that particular email template. If someone can point me to the name of that template I am pretty sure I can change it so it does the same thing. I don't want it going out on EVERY email, just the emails that are created when we email the requester from within the incident. 

[Naveen20]

This is about the Email Client Templates — the templates used by the email composer that opens when you click "Email" (or the envelope icon) from within an incident.

Navigate to System Policy > Email > Templates or go directly to sys_email_client_template.list. Look for any template associated with the Incident table. That's the template that pre-populates the body when composing an email from within the incident form.

In the previous (Frontline) instance, that template likely had a mail script or inline content at the bottom of the body that pulled in the sender's name and title dynamically — something like:

${gs.getUserDisplayName()}
${gs.getUser().getRecord().getValue('title')}

Or using the current_user mail script variable if it was embedded in a notification-style template:

${current_user.name}
${current_user.title}

To set it up on the new instance, either edit the existing Incident email client template's body to include that footer block, or create a new one scoped to the Incident table. Since it's an email client template (not a notification), it only applies when someone manually composes an email from within the record — so it won't affect automated notifications or emails from other tables.

If there's no template currently listed for Incident in that table, the instance may be using the Default email client template. You can either modify that default (which would affect all tables) or create a new Incident-specific one that overrides it, which keeps the footer scoped to just incident emails as desired.

Worth also checking Email Layouts (sys_email_layout) — some implementations put the signature/footer in a layout rather than the template itself. But for the "only from within incident" requirement, the email client template is the right place.