Email client

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Send email directly from any record, such as an incident, change request, or problem record.

    Using the email client

    You can use the email client either from a form or the record view in a workspace. To open the email client in a workspace or from a form, open a record and select the More options icon . Select Email.

    Email client

    The email client looks like a standard email interface, which contains a toolbar for text formatting and adding attachments.

    The email client uses the multipart/mixed content type and supports HTML markup in the message body.
    Note:
    The Subject field on the email client allows a larger character count than the default setting for the Subject field on the Email [sys_email] table. If the subject text from the client is being truncated, increase the Max length value for the Subject field on the Email table.

    For more information on using the email client in a workspace, see Communicating via email in workspace.

    Activation information

    The email client is activated with the Email Client plugin (com.glide.email_client), which is active by default on the ServiceNow AI Platform.

    The email client is enabled by default on the incident table. To enable the email client for another table, add the email_client dictionary attribute on the table's collection record. For more information, see Enable the email client for a table.

    The email client is enabled by default on the change table.

    Give users access to the email client by assigning them the email_composer role.

    More setup

    You can configure the email client by creating an Email Client Configuration [sys_email_client_configuration] record. For more information, see Email client configurations.

    You can also create email client templates or quick messages to use predefined content in email client messages. For more information, see the following:

    Optionally, you can give users the option to send email client messages as SMS text messages. For more information, see Enable SMS delivery with the email client.