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

[troyholmes]

Thanks for this I have it all setup but I am having one issue. My ITIL users cannot edit thier signature block. I have added the u_signature html field to the Self-Service view and have tried several ACL to get the field to be writable. Including giving ITIL read and write to the field. They can see the label of the field but cannot see the HTML field to add their signature. Any suggestions?

[ronaldstagg]

Troy, did you personalize the user details form to add the signature field? If not, try that. If they can't see it even after that, than I would check your ACL's on the user table.

[chr_kluge]

Hi Steve

Yes, we found the issue in our case we had a customization on the ACLs: sys_attachment.write and sys_attachment.create.

And because of that we didn't get the change ServiceNow made in the Eureka Release.

Old code at the end of the script:

if (current.table_name == "sys_email" && parentRecord.weight == -1 && parentRecord.type == "received")

New code at the end of the script:

if (current.table_name == "sys_email" && parentRecord.weight == -1 && parentRecord.type == "send-ignored")

I hope this will help you 🙂

Christina

[Steve Wiseman]

Sorry for the delay in replying, I have not been on holiday! I think this may be a similar issue to what we have as there have been some previous amendments made to these ACLs. Thanks for pointing me in the right direction Christina

[sanjeev28 k]

Hi All,

I have a requirement like to set different subjects for different Quick messages which is on the same table i.e incident. And we cannot achieve it through the email client . In my Eureka servicenow instance it was achieved by putting the subject in the body of quick message template in <subject> tags. as we don't have subject field in quick message.

But the issue I am facing in the Fuji one, here <subjects > tags are not working, and subject is displayed inside the body only.

If anyone can help me, it would be great.