Hi All,
Recently we had a requirement to send emails outside our client environment or to third party vendors. As well as, the assignee of the ticket should be able send emails manually.
So, all these requirements lead us to use 'Email Client' functionality which is present OOB and needed some minor configurations. So, I made a list of functionalities I used and how can we configure them. This article should help out anyone who has similar requirement.
1. How to Open Email Client
To open the email client in a workspace, open a record (Ex. Incident record) and click the menu icon (
). Click Compose Email. The email client looks like a standard email interface, which contains a toolbar for text formatting and adding attachments.
2. How to activate/deactivate this functionality
There is a great documentation on ServiceNow docs
3. Adding Templates - 'Email Client Templates'
This is where you can define a template based on the table and further provide more conditions like on what category or subcategory it should be applicable and it will be automatically applied in the Email client and user can remove the entire template or add more of his text. This is really useful and time saving for users.
The steps to create templates is here
4. Quick Messages
I loved this feature. End user's get an option to select pre-defined Quick Messages(Kind of templates) from a dropdown list which magically appears once you define a Quick Message for that table. I would actually recommend everyone to use this instead of 'Email Client Templates'. First of all, user has an option to select his choice of template or he can start typing his own email and doesn't have to delete anything.
Quick Message documentation can be found here.
5. Additional Configurations
There are additional configurations which I left to be OOB but can be configured. Ex. Do you want to capture email as an attachment in the ticket or store attachments in the ticket which were sent in email. Please click here to review all these configurations.
Please mark this article as helpful if it helped you in any way.
Thanks for spending some time to read this article 🙂
Cheers,
Hardit Singh
