Composing emails with predefined content from the Source-to-Pay Workspace
Summarize
Summary of Composing emails with predefined content from the Source-to-Pay Workspace
This feature in the Source-to-Pay Workspace allows you to compose and send emails directly from supplier cases or supplier tasks using predefined content. It streamlines communication by pre-populating key email fields and enabling the use of quick messages and response templates to efficiently manage supplier interactions.
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Key Features
- Email Client Access: Open the email client via the "Compose Email" option in the More Actions menu on supplier cases or tasks. The draft email auto-fills the Cc field with the contact who opened the case and the Subject field with the case number and issue description.
- Quick Messages: Select from predefined quick messages to populate the email body instantly. Default quick messages include standard closure responses, case progress updates, primary contact information, Knowledge Base article details, and additional information. These templates contain placeholders you must customize.
- Response Templates: Use reusable response templates to ensure consistency and speed in case resolutions. Copy template content to the clipboard and paste it into your email draft without overwriting existing content unless you highlight and replace it.
- Draft Email Management: Save emails as drafts and access them via the Draft Emails tab on supplier cases or tasks, or through dedicated sub-modules under the Draft Emails module for better email management.
- Email Activity Log: Sent emails are logged in the Activity section of the respective supplier case or task, allowing you to track communications and continue working with the message as needed.
- Configuration and Access Control: To enable the compose email functionality and view emails in activity logs, assign the necessary role via the User Interface Properties page. Proper configuration ensures secure and appropriate access to these features.
Practical Benefits for ServiceNow Customers
- Enhances communication efficiency by enabling quick, consistent email responses directly within supplier cases or tasks.
- Improves case resolution times by utilizing predefined content and templates tailored for supplier management scenarios.
- Facilitates better tracking and management of supplier communications through draft management and activity logging.
- Allows administrators to control access and maintain security by configuring roles for email composition features.
Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.
You can use this feature to compose and send emails directly from a supplier case or a supplier task. To open the email client, select Compose Email from the more actions icon (
) from a supplier case or a supplier task. A draft email appears with pre-populated data in the Cc and Subject fields. The Cc field is auto-populated with
the email address of the contact who opened the case. The Subject field is auto-populated with the case number and issue description.
Using quick messages
In the email client, you can select a quick message to fill the email body with the content that is specified in the quick message. After you define one or more quick messages, the Quick Messages contextual pane appears in the email client so that you can draft an email with a quick message of your choice.
- Supplier case: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
- Supplier task: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
For more information on how to create a quick message, see Define a quick message.
Using response templates
Resolve cases faster and more efficiently with response templates. Response templates are reusable messages that can be copied to draft emails to provide quick and consistent messages to users.
Open the response template that you want to use for your email and select Copy to clipboard. You can now paste the contents of this template at the location of the cursor. It doesn't replace the content that you created before selecting the response template. To replace existing content with a response template content, highlight the text to replace and then select a response template.
For more information on how to work with response templates, see Create or modify a response template.
Viewing draft emails
After you save the emails as draft, you can view the draft emails by selecting the Draft Emails tab on the supplier case or supplier task. Alternatively, you can view the draft emails by selecting the list
icon (
) and selecting the Case Draft Emails or Task Draft Emails sub-modules under the Draft Emails module.
Emailed message in activity log
After your email is composed, sent, and received by the intended recipient, you can see the email message in the Activity section of the supplier case or task. You can continue to work with this email from the activity log.
Email composer configuration
To view the Compose Email option in the More Actions menu, and to view your emailed message in the activity log of a supplier case or supplier task in Source-to-Pay Workspace, ensure that you add the role required to access this feature in the User Interface Properties page. For more information, see Configure access to the compose email feature.