Quick Messages - customisation

[narelle_s]

Hi,

Not sure if this is the correct pleace to pop this, so point me in the right direction if not. I'm new.

I have set up some Quick Messages, using HTML as the bulk of the content, for use by some incident management groups, and they have asked if it is possible to pre-populate the Subject with something useful, depending on the quick message selected. Perhaps the name of the quick message itself. At the moment, all quick messages default to the task number and the short description.

Also, being able to pre popoulate the To field, depending on which Quick Message is chosen as the template.

Are any changes made to the Quick Message applied to all Quick Messages? Is there a way to alter this?

Hope this makes sense.

Thanks
narelle

[Mark Stanger]

Quick messages only alter the message portion of the email. You can use email client templates to customize other things, but I'm not sure if that will be flexible enough to do what you want.

http://wiki.service-now.com/index.php?title=Enabling_the_Email_Client#Customizing_the_Email_Client

It is possible to make changes to one quick message apply to all other quick messages by using a business rule and parsing and adding to the contents of other messages, but it would probably be a fairly advanced customization to account for all of the variation between messages that could exist.

[sherman_1206]

Mark -

Perhaps this is answered somewhere but I know a few months ago when I looked I didn't find anything.

Any way to have attachments on Quick messages? This would be really handy for some quick messages that we regularly send to customers and want to include a pdf or some type of document along with the message.

[Mark Stanger]

I don't think there's a way to do that currently, but you could probably accomplish it by setting up a before insert business rule on the 'sys_email' table to check for specific keywords in the body or subject of an outgoing email. That would identify that you were sending a specific quick message. Once you identified that, then you could query for the associated quick message record and copy any attachments from the quick message to the 'sys_email' record. Attachments on the sys_email record should be sent out with the outgoing email.

[tbalestreri3]

Hey Mark -   Do you know if this is this still the same case regarding quick messages and attachments?

Thanks