Outlook actionable messages overriding additional info in the notification

Victor17 · ‎10-08-2020

Hi,

When I use outlook actionable messages for surveys, the embedded survey will "override" other information in that notification.

For instance, I would like information on an incident or Case to be included in the notification with the embedded survey. Is there a way to do this?

Tim_Clark · ‎11-17-2020

Hi,

This is such a hit and miss plug-in for me, there is so much great work in there but the ability to customize is such a big piece of the puzzle. It is a notification after all.

Digging into the plugin I can see most the magic of creating the embedded survey is done in the protected script include, SurveyAdaptiveCardGenerator.

The first issue is the hideOriginalBody is set to true (see below), which works great for a clean embedded survey but takes any chance away of customizing around it. I think this is the override piece you are talking about.

this.card = {
			"type": "AdaptiveCard",
			"version": "1.0",
			"originator": gs.getProperty('sn_ms_oam.outlookactionable.originator'),
			"padding": "none",
			"expectedActors": this._getExpectedActors(),
			"hideOriginalBody": true,
			"body": []
		};

Description of hideOriginalBody copied from Microsoft Doco

When set to true, causes the HTML body of the message to be hidden. This is very useful in scenarios where the card is a better or more useful representation of the content than the HTML body itself, which is especially true when the card contains actions. Consider hiding the original HTML body if the card itself contains all the information a user would need, or if the content of the card is redundant with the content of the body. Do always include a nice, meaningful HTML body, even if it is going to be hidden. The HTML body is the only thing an email client that doesn't support cards will be able to display. Furthermore, cards are not included when replying to or forwarding emails, only the HTML body. Don't hide the body when it is complementary to the information presented in the card. For example, the body of an expense report approval might describe the report in great details while the card just presents a quick summary along with approve/decline actions.

For me I would really like to add some branding as it helps with uptake of the notification as we use specific logos to make this look like a company email. (fully aware that's what phishing is :))

IF we could modify the script include, I think that is where you would be able to add the additional information you wanted.

Really I would like to see some configuration options added to this plugin, like some simple branding or more input into how the protected script include behaves would be great.

If anyone has some workaround ideas on how to brand "outside the box" that would be great. My only thought now is to possibly manipulating the notification before it is sent to add the required AdaptiveCard JSON, for my use case that would be:

   {
      "type": "Image",
      "url": "https://path_to_image_here",
      "altText": "
   },

View solution in original post

nitish99 · ‎10-08-2020

Hi Victor,

Via email scripts, you can create the content you want to send and then use that mail script in the survey notification.

Thanks and Regards,
Nitish

Victor17 · ‎10-08-2020

Hi Nitish,

Could you specify this a bit? The Outlook Actionable Messages plugin obviously comes with a mail script, but I can't really understand where in that mail script it overwrites the text in the notification (that is not part of the mailscript from the plugin)

Alberto Consonn · ‎10-08-2020

Hi @Victor

as described in the following official documentation, it's not possible to customize this part:

You cannot customize the default actionable message templates.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/survey-administration/t...

If I have answered your question, please mark my response as correct and helpful so that this thread can be closed and others can be benefited by this.

Thank you very much

Cheers
Alberto

Peter Williams · ‎08-26-2024

Hi Alberto.
will we be able to do this in the future as it has alot of potential for some of the projects i am working on