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

Stacey Sikawa · ‎08-22-2023

Take a look at https://www.servicenow.com/community/now-platform-forum/configuring-outlook-actionable-messages-for-...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829137

Damian Martinez · ‎09-07-2023

Hello Everyone,

Hello @Sahil15 ,

we are trying to accomplish the same as @Sahil15 ,does somebody know how did you edit the JSON content before the survey card?

Thanks,

Damian

cbester · ‎03-12-2024

These are the lines that I have added (so far), just to get additional text to display before the survey question.

var insertBody = '"body":[{"type":"Container","style":"emphasis","padding":"default","items":[{"type":"TextBlock","text":"Your ticket has been resolved","size":"large","wrap":true,"color":"default"},{"type":"TextBlock","text":"More information can be found below the survey.","size":"small","wrap":true,"color":"default"}]},';

embeddedSurveyContent = embeddedSurveyContent.replace('"body":[',insertBody);

arorsu1 · ‎07-23-2025

@cbester Where did you add the lines? In the email script?

cbester · ‎03-12-2024

Has anyone been able to move the survey to the end of the email? And any way to change an image scale to present horizontally instead of vertically?