I implemented something similar to your requirement using a background business rule similar to what Mark Stranger proposed earlier.
Our requirements were to:
- Create 5 quick messages for standard responses back to change owners
- Include a signature line of the submitter
- Change the subject line of the email based on the quick message chosen
The solution:
- Created the required quick messages (QM) and targeted to appropriate groups Pre-pended "CHG" for our Change module (in the case a user belonged to more than one group and/or worked in more than one module, they would be able to keep them grouped in the drop-down):
- Within each QM, added a tag "<AgentSignature>" and a reference to the QM template name (we will use this later in our business rule):
- Personalized our "sys_user" table to add a "Signature" field of type "HTML" (in the case users wanted to add formatted text similar to their regular email client signature):
- Created a business rule for outgoing mail from within the ServiceNow client:
- name: "AgentSignature Tag to Signature"
- table: sys_email
- active: true
- when: before
- Insert: true
- Update:true
- description: Before creating a sys_email record and ONLY when the current type is "send-ready" (which is usually from the SNOW mail client) AND the body contains "<AgentSignature>" (usually placed in a quick message), query for the u_signature of the user who created the sys_email entry (usually the submitter) and replace "<AgentSignature>" with contents of that field. If the user doesn't have a signature, then, build one based on info in their user record.
- condition:
current.type == 'send-ready' && current.body.indexOf("<AgentSignature>") > -1
- script:
/*Query for u_signature of user who created the sys_email entry
replace "AgentSignature" with contents of that field. If the
user doesn't have a signature, then, build one based on info in their user record.*/
var rplcdSig = "";
var agent = new GlideRecord("sys_user");
agent.addQuery("user_name",current.sys_created_by);
agent.query();
if (agent.next()) {
if (!agent.u_signature) {
//No Signature, Building one
rplcdSig = "\n<br/>" + agent.name + " | " + agent.title + "\n<br/>YourCompanyNameHere| " + agent.city + ", " + agent.state + " " + agent.u_country.name + "\n<br/>" + agent.phone + " | " + agent.mobile_phone + "\n<br/>"+ agent.email;
} else {
//Has signature
rplcdSig = "<br/>" + agent.u_signature;
}
}
//replace the tag with the signature
current.body = current.body.replace("<br/><AgentSignature>",rplcdSig);
For the change in subject line, created another business rule:
- name: Reset Subject for Quick Message Template
- table: sys_email
- active: true
- when: before
- Insert: true
- Update:true
- description:Before submitting an outbound email from the SNOW email client to the queue, checks the body of the mail for the tag "QMTemplate" and then, based on the name of the quick message used, prepends the desired text to the subject line.
- condition:
current.type == 'send-ready' && current.body.indexOf("QMTemplate") > -1- script:
if(current.body.indexOf("QMTemplate: CHG-EOM Exception") > -1){
current.subject ="EOM Exception: "  + current.subject; 
}
if(current.body.indexOf("QMTemplate: CHG-Inadequate Change Description") > -1){
current.subject ="Inadequate Change Description: "  + current.subject; 
}
if(current.body.indexOf("QMTemplate: CHG-Overdue Changes") > -1){
current.subject ="Overdue Change: "  + current.subject; 
}
if(current.body.indexOf("QMTemplate: CHG-Unauthorized change") > -1){
current.subject ="Unauthorized Change: "  + current.subject; 
}
Once an email is sent from within the ServiceNow email client, the output will look something like this:
I hope this helps you
Hi folks
I'm facing a similiar issue:
Why is there the possibility to add an attachment to a quick message - if it's not possible / a provided funktionality?
At least it's only working for me as admin. But I couldn't find why it's not working for itil users. I looked in the system properties, in the wiki and in the community for the awnser. Do you have any suggestions?
Thank you
Christina
Hi Christina,
From Wiki
| Note: If you add attachments to the Quick Message templates, the attachments are not sent as part of the email distribution. |
http://wiki.servicenow.com/index.php?title=Enabling_the_Email_Client#Quick_Messages
