---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure Auto-Responder for tasks other than cases

# Configure Auto-Responder for tasks other than cases {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Configure the Auto-Responder
feature to send helpful resources for tasks other than customer service cases.

## Before you begin

Role required: admin  
Perform the following tasks.

* Activate the Email Notification Script for Contextual Search Results plugin (com.snc.adv_cxs_results_email_script). For more information, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).
* Set the application scope to the scope of your task table using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=yokohama&pubname=yokohama-application-development&ft:locale=en-US).
* Verify that you have defined a search context for your task to include recommended resources in the Auto-Responder email notifications. For more information, see [Define a search context](https://www.servicenow.com/docs/access?context=t_DefineSearchContext&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).
* Verify that you have configured a table for the search context associated with your task. For more information, see [Configure table for a contextual search](https://www.servicenow.com/docs/access?context=t_DefineContextualSearchForForm&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).
{#config-auto-responder-other-tasks__ul_upg_fqv_slb}

## Procedure

1. Configure the Notification \[sysevent_email_action\] table for your task to use the csm_AdvancedEmailSearchResults script.
   1. Navigate to System NotificationNotifications.
   2. Select the Notification \[sysevent_email_action\] table for your task.
   3. In the What will it contain related list, enter <kbd class="ph userinput">${mail_script:csm_AdvancedEmailSearchResults}</kbd> in the Message HTML field.
   4. **Optional:** Verify that notifications aren't sent if there are no search results by entering the <kbd class="ph userinput">hasResults()</kbd> function in the Advanced condition field of the When to send related list.  
      The <kbd class="ph userinput">hasResults()</kbd> function checks whether search results exist. You can use the return value of the function to avoid the system from sending an email notification if there are no search results. For more information, see [Advanced conditions for email notifications](https://www.servicenow.com/docs/access?context=c_OptSpecifyingAdvancedCond&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).  
      Tip:  
      Refer to the Case auto-responder recommendations notification that uses the <kbd class="ph userinput">hasResults()</kbd> function for returning the search results value. To view a notification, navigate to System NotificationNotifications.
   5. Select Update.
   {#config-auto-responder-other-tasks__substeps_i23_rw1_tlb}
2. Map your task table configuration with the email notification for your task.
   1. Navigate to Contextual SearchTable Configuration.
   2. Select the task table configuration link in the Name column corresponding to the row containing the search context for your task.  
      For the table that you're configuring, be sure to do the following:
      * Train the similarity solution for the table. For more information, see [Train the similarity solution for finding Auto-Responder notification content](https://www.servicenow.com/docs/yD5m3QwG0wyKRLsHB5FOag "Update and train a similarity solution definition to enable the Auto-Responder feature to suggest content by comparing the short description of a customer service case with those of existing knowledge articles.").
      * Add the similarity solution in the Additional Resource Configurations tab on the Search Context form.
      {#config-auto-responder-other-tasks__ul_vyv_n1k_kyb}
   3. In the Email Configurations related list, link your task table configuration with the Notification \[sysevent_email_action\] table.  
      * To create another email configuration for a user field, select New.
      * To edit an existing email configuration, select the preview email configuration for email notification icon (![Preview Email Configuration for email notification icon.]()), and then in the Email Configuration window, select Open Record.
      {#config-auto-responder-other-tasks__ul_jcj_ffq_xlb}
   4. On the Email Configuration form, verify the default field values for your task, or fill in the values for a custom configuration.  
      {#config-auto-responder-other-tasks__table_i5s_5fq_xlb__entry__2}

      | Field | Description |
      |-|-|
      | Email notification | Select the email notification for your task. |
      | User field | Reference field that helps narrow down the search results sent as recommended resources in Auto-Responder email notifications. For example, if you select Caller for the Incident \[incident\] table, the resources associated only with callers are added to the Auto-Responder email notifications. Note: This is a mandatory field for Auto-Responder. This field must be a reference field of the User table (sys_user) or tables that extend the User table. |
      | Limit | Maximum number of resources you want to include in the Auto-Responder email notifications for your task. The maximum allowed limit value is 20. If you enter a value more than 20, the Auto-Responder email notification includes up to 20 resources only. |
      [Table 1. Email Configuration form]

      {#config-auto-responder-other-tasks__table_i5s_5fq_xlb}
   5. Update or submit the Email Configuration form.  
      * For a new configuration, select Submit.
      * For an existing configuration, select Update.
      {#config-auto-responder-other-tasks__ul_nmt_qgq_xlb}
   {#config-auto-responder-other-tasks__substeps_qzt_rjp_xlb}
3. **Optional:** Enable contextual search results based on text searches in addition to search results based on Predictive Intelligence to be included in Auto-Responder notifications.  
   For more information, see [Enable text search recommendations in Auto-Responder notifications](https://www.servicenow.com/docs/9_Fi2Jpf3OaOBhA0rUALEg "Configure the Auto-Responder feature to send recommendations that match a text search of a case short description to resolve a customer service case when Predictive Intelligence results are insufficient or unavailable.").
4. **Optional:** Configure a custom portal and include advanced contextual search results in email notifications.  
   For more information, see [Include advanced contextual search results in Auto-Responder notifications](https://www.servicenow.com/docs/6x9aGj3wkNgZsls_EUJ4Lg "Use scripted extension points to include the advanced contextual search results in email notifications for content suggested by the Auto-Responder feature.").

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