Display sent/received email in a new tab with Reply, Reply All and Forward buttons

[Steve Wiseman]

Hi,

We have enabled the system property 'glide.ui16.emailStreamResponseActions' to display the Reply, Reply All and Forward buttons on emails in the activity list. This works fine and as expected. I have had some feedback from our business users that they would prefer to be able to view the emails in a full browser window i.e. so they don't have the Activity list frame around the email and the text would then appear across the width of the window. We can right click the "Show email details" blue link and open in new tab or new window I thought...simple! However, when you do this the 3 email buttons do not appear.

When you open the email in a new tab/window the url will be something like: https://instance.service-now.com/email_display.do?email_id=5578c32b1b41a510ea26b455464bcb5a.

email_display is not a table but it seems to be something called a Processor called EmailDisplay and it has a path of email_display. I have also found an old inactive UI Macro called email_reply. I have made this active and then tried to amending the writeBody function in Processor script, adding this line of code:

   var result = runner.runMacro('email_reply');

...and then adding the result variable to this line:

   g_processor.writeOutput(TEXT_HTML,TOP_HTML + result + SecurityUtil.escapeScriptIfDetected(sanitizedBody));

This does now display 3 buttons at the top of the email however these buttons fail to execute with an error in the browser console of "Uncaught ReferenceError: emailClientOpenPop is not defined".

I have found an old post saying "emailClientOpenPop is defined in popups.js and should be available on any table.". I assume the problem is that the URL that is being called is not running on a table and therefore emailClientOpenPop is not accessible.

Does anyone have any ideas how I could force it to be available or any other alternative ideas on how I could achieve displaying emails in browser window with no frame? I have logged a case with ServiceNow and am still discussing with them, but it seems likely this is not possible OOB or with a simple configuration. So, it maybe this is not really a feasible customisation and I will just have to log an idea for it on the idea portal and hope it gets progressed at some point.

[ana beatriz]

Hi  Steve, did you discover a solution for this?