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

[Steve Wiseman]

Hi Christina, we are facing a similar issue where it seems you have to be an admin in order to attach a file...did you manage to make any further progress with this?

[jas101]

Hi Ronald Stagg thanks for this informative post. Do you know if it is possible to set the 'To' recipients on Quick Messages? In an ideal world I'd love to set recipients based on the priority of an incident. Any help much appreciated! Thanks, Daniel

[ronaldstagg]

Hi Daniel,

it is possible, it depends on your use case. Without more detail on what it is you're trying to do, the simplest option is to edit your email client template for incidents and use pre-defined variables such as "assigned_to"

But, I suspect what you need will be more complicated, therefore, you could employ the same type of mechanism I used described previously in this post. In a nutshell:

1.) Place a tag in your client template

2.) Use a business rule to check for the presence of that tag

3.) If present, replace (or set) the To: field with the list of recipients you require.

[jas101]

Many thanks for the quick reply Ronald! Here is a link to my full post/discussion FYI: https://community.servicenow.com/message/847584#847584

Ultimately the main aim is to have a pre-populated e-mail send with a pre-defined DL e-mail address as the recipient. We need a few of these templates as which DL gets used will depend on the priority of the incident chosen - hence why ideally we could set the DL/recipients based on the priority.

Ideally on click of a custom UI Button on the INC form an e-mail 'template' would appear that would be editable prior to sending (but populated with info that may be kept or deleted by the user). I'm just trying to distinguish between Quick Messages and Client Templates currently as a little confused.

Also someone has suggested use of the 'Incident Alert Management' plugin as you will see on the above thread - do you have experience of this by any chance?

Thanks again for your input! Much appreciated.

Daniel

[alreadyregister]

Hi Ronald - I know this is 3 years old, but is it possible to pull in members of a group (assignment group) into the 'To'?  When I try, it just displays the sys_id of the group instead of names, like 'assigned_to' when that variable is used.

THanks