Adding the Quick Messages for email in the SOW to use in the compose section

[ChristLaplante]

Hello community,

We just activated the Next Experience UI and migrated our Itil Agents to Service Operations Workspace this morning.

During our testing phase, we miss this topic...

The Quick message to use for email, are still in the window that you need to activate through "..." -> "Compose an email".

Is there a way to add a button in the contextual sidebar of the SRP Record to list those available for our users that will paste the pre-compose message in the "Compose Email" section that is now with "Comments/Work notes", or modify the "Email template" button to add a component that will list the quick messages as well.

Thanks in advance.

[Ahmad Rateb Ham]

I am working on the same issue, do you have any updates on it?
Were you able to add it to your contextual sidebar?

[gramalingam]

Hi I have the same issue, the quick message option doesn not show up on Compose email option on the activity window, any ways to do this?

[Haseeb-Ahmed]

Hi @ChristLaplante ,

Question is not very clear, can you please explain it properly?

[ChristLaplante]

Hi @Haseeb-Ahmed  ,
When you do the "Compose email" action for a task, you can use "Quick messages" to prefill the email form.

Those Quick messages are not available to be used directly in the "SRP Record Page" in SOW like the "Templates" can be used.
By adding "Email" in the "Compose: Comment/Work Notes" section in the Record Page, it would have been nice to add a possibility to fill the "Compose Email" section of the record with Quick Message, that way our Agents would not have to open a new form for that purpose.

Hope that it is clearer now.

Christian Laplante
ServiceNow Sysadmin
Universite de Sherbrooke