Servicenow email client reply to The answer is buried deep down in this question in the community. Sep 7, 2024 · Email functionality in ServiceNow consists of two main components: Outbound Email: This allows ServiceNow to send notifications, alerts, and other communication to users via email. Upskill your teams with scalable, role-based training designed to help you reach your digital transformation goals faster. myFunction ();). Email Client Templates - Quick Intro Email Client Templates can be huge time-savers f To use AI recommendations for templates, select the Apply templates button. Earlier, the reply-to was set to support@servicenow. I Create a different template for each table that uses the email client to pre-populate data for recipients and email content. The ServiceNow Platform and its native workflows serve all business functions, from IT to HR to customer service, finance and procurement, across all industries and business types. The bottom line here is that the system only knows about the information contained in the email log record. - Click on Compose Email button for HR case record and then click on response template sidebar icon. I am not able to see the reply to field auto-populated. Is there a way of adding this to the problem form? Jul 21, 2020 · Hi, I tried to create a custom/new Email client template for a COE or HR Service(Email within a case). com, but I want to change it to noreply@servicenow. I have two questions about the email_client function in the More option of the HR task table header. 2 days ago · Improve productivity and user adoption with ServiceNow training and certification. Mark my answer correct Sep 1, 2023 · What are email templates - Email templates allow us to send emails with predefined templates which are reusable content for subject and body of the email notifications. To my surprise it's not under Email Client>Email Client From Address because we don't have anything in this table. Changing the glide. Many end users spend their entire working day in ServiceNow, and still resort to using the “Additional Comments” to send emails. When we reply to a system email, it opens a new incident. Nov 4, 2020 · Hi All, Recently we had a requirement to send emails outside our client environment or to third party vendors. Select a template to preview it, and then select Apply to use it in your email. Oct 20, 2022 · In this video, we will see how can we enable Email client for a table in ServiceNow. All Email Client Templates that need to work with the "reply" activity log button must be named "reply-received". 3 templates : rfq quotation , rfq reminder , rfq testing Groups : A,B,C For eg : First template is rfq quotation that should be only availble to a group 'A' and other groups should not see this templa Email client From addresses This control enables the display of the From and Reply-To addresses. which is where the email is sent from. Apr 10, 2025 · To configure the email client in ServiceNow, navigate to System Policy > Email > Client Templates, enable the email client for a specific table by adding "email_client=true" to the table's dictionary collection record, and create or edit email client templates for different scenarios. As well as, the assignee of the ticket should be able send emails manually. As ServiceNow always adds <p> around all text, this will set standard type for that text unless told otherwise. email templates --> To save the time on email writing, agents used predefined email template, means in that zero / very low changes need to do like adding customer name or more. Configure the form to add the From field. This is going to pose a huge problem if I can't get the at Mar 22, 2024 · This is called, email client and you need to add in RITM. Hi, How can we set the reply to, to cc, bcc fields using email_client. Nov 14, 2024 · Email Client Configuration lets you build configurations for each table that utilizes the email client. This is incredibly useful for organizations that are still heavily email-based in their support model. For example, select the Incident Template record. Jul 22, 2024 · 08-12-2024 10:03 AM ServiceNow CS7517881 investigation found that in order for Email Client Templates to work with the activity log email buttons, the name of the Email Client Template must not change. Choose learning paths from live courses to self-guided learning. com") This results in an undeliverable reply fr Summary This KB describes you on setting up FROM address and Label using email client without modifying the email accounts Instructions Create an email client with required inputs from the table "sys_email_client_template" From the template you can add Sender Configuration Values can be added in multiple ways as shown below Related Links If you wanted to add the "From" globally for all Apr 17, 2018 · HI All, On the email client, the reply to field auto populates to our service desks email address. You can provide a specific From address to be used in the email client, or you can choose to hide it entirely. Here lets focus only with ServiceNow but the base principal remains same even if you are using BMC Remedy or sth else. Aug 23, 2021 · The ServiceNow Email Client The ServiceNow email client contains functionality that I see a lot of companies miss out on. We are a single platform that brings together any AI, any data, and any workflow, so you can completely transform how people work across every corner of your business. We have Departments 1-9 W Aug 11, 2025 · Ever wanted to order Email Client Templates in the Workspace? NOTE: If you just want the solution skip below to the section "The Actual Solution", although you might need to read a bit before to situate yourself. As long as they just click Reply, type their message, and send the email it will write their response to the comments. When trying to achieve this, I see that the "Reply To" field is auto populating the instance Mar 29, 2022 · Hi @Saurabh Singh , Create a client template for the table (and set additional conditions if needed). Could this be because of the client template that is being used? Table for case is sn_hr_core_case_relations I have the glide. Seriously. When the target record is closed When certain mailbox will be deprecated and all incoming Oct 5, 2018 · Does anyone know how to use Reply, Reply all and Forward (glide. Thanks & Regards, Viraj Hudlikar. reply_to is a deprecated property. Apr 30, 2024 · I have enabled Requests on my instance but it looks like you cant email the user from the SCTASK record and have to go to the RITM record to reach out to the user. As seen on the Incident form, the Email Client gives you the ability to send an email directly from an Incident record. This same option, found under 'More options' in a record header, can be added to Mar 24, 2025 · you can configure email client template and add signature there Take a look at article - Email Client & Client Templates Composing emails with quick messages If my response helped please mark it correct and close the thread so that it benefits future readers. Mark the comment as a correct answer if this answers your question. Resolution Navigate to All Apr 12, 2010 · Note: Some email clients do not support ‘In Reply To’ header. Jul 9, 2021 · Hi Everyone. After you define one or more quick messages, the Quick Message selector appears in the email client so that you can construct an email with multiple May 22, 2025 · I’m trying to set the Reply-To field in a targeted communication email template (not the email client template). If I want to set default values for these values, is it possible to customize them? I Jun 23, 2023 · Hi, When I send an email from HR Case, the email is stored in the Activity Stream. It is the cloud-based foundation that enables every ServiceNow product. Also, if you previously defined certain email client properties to control email address auto-complete, disambiguation, and the display of the From and Reply-To email addresses, those settings are retained in the default email client configuration. If the user does not populate it, the system uses "sn-support@service-now. Activate Email client for a table Out of box, Email Client is not active for all tables. I have already created a script include to call from To field. The ServiceNow Developer Program provides developers with resources to learn, build and deploy applications on the ServiceNow platform, and offers resources to ensure a successful application building experience. Mar 18, 2022 · There is OOB field 'Reply to' on Email Client Template table, you can see it in List View. We have Departments 1-9 W Issue When clicking on the reply button on an email activity stream, the reply to the email address is set to the default one. reply_to property only hides/displays the field but we have not succeeded in finding a proper solution to make the field read-only. Enter a script to add a default value to the From field. The system is functioning as expected, but for reply, reply-all, and forward cases, the default email client template is used. ui. How do we get the 'Email' option in any form under more option ? @Ankur Bawiskar , pro's - Please answer the above questions, it will be really helpful for me. Jan 2, 2025 · I populate it with a script and then add the field name to the CC in the email client template. E. Jun 8, 2025 · ServiceNow’s Activity Formatter, seen on virtually all task forms, typically contains the sent and received emails for a given task. You can choose recipient qualifiers (defined below), whether to display “From” and/or Reply-To fields, and if any email address filters should apply (also defined below). This same option, found under 'More options' in a record header, can be added to Apr 17, 2018 · HI All, On the email client, the reply to field auto populates to our service desks email address. 2, Now refer the second image and replace the caller_id with your field name for a particular table . How can we set this? May 1, 2023 · - Login to HR Agent configurable workspace and open HR case for which you have response template configured. So, all these requirements lead us to use 'Email Client' functionality which is present OOB and needed some mino Learn about configuring and using email client templates in ServiceNow, including conditions and user-specific settings for effective communication. Note Nov 8, 2019 · I sent a reply email from the email client and not seeing it in the activities. I was wondering if it is possible for the reply to to be auto populated for some departments to their own departments email address? E. Now, when you click on the Quick Message, it will automatically populate the To, CC, and Subject fields in the email with the values from the corresponding fields in ServiceNow. So what we want to Hello, please forgive my unfamiliar English. Inbound Email: This enables ServiceNow to receive and process incoming emails, which can trigger actions like creating or updating records, replying to users, and more. Jan 12, 2024 · Hi all We're using CSM/FSM Configurable Workspace for both Incidents and Cases. However, I've realised that the attachments on the records aren't being pulled across to the email client with the text. If it isn’t there, then it can’t be acted upon. Every now and then , everyone of us touched or worked upon email integration with ITSM Tool. Sep 12, 2018 · In case if I mention my personal email address in reply to field and when user gets email and he replies to that email it will be sent to my email address that's main feature of ServiceNow. The ServiceNow Email Client Template is a customizable framework designed to streamline email communication within the ServiceNow platform, allowing users to create and manage email notifications efficiently. , incident) and open the email client. The requirement is to have the reply to email match the from email. This was replaced by the Email client Configuration in Email client module. Looking forward for your support, solution and assistance. Please mark my reply as Helpful and/or Accept Solution, if applicable. May 27, 2025 · HR agents are using Email Client Templates in the HR Agent Workspace; however, we have about 1000 templates for all case types. Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact. Explore ServiceNow certifications, career journeys, and expert programs—all designed to build your skills and elevate your career. Basic Email Set Up Pre-configured email accounts to connect to Service In my case I wanted to modify the From/Reply to address only when the buttons were used on a custom table, so on the Email Client Template's From/Reply to fields I call a Script include (javascript:new myScriptInclude (). This works fine until you have multiple SCTASK's linked with the RITM such as request for keyboard, mice, computer and then software a Oct 30, 2023 · In the email client template, under Sender configuration section select the from email addresses as shown below: Once the email client template is saved, go to an eligible record in the specific table (e. Aug 10, 2017 · For example, you can dynamically set the From field to the email address of the current user. May 11, 2023 · If so, users can reply to the email from ServiceNow and it will automatically write the email response in the Additional Comments of the Incident. May 30, 2025 · Hi All, I am trying to configure the 'Email Client Template', in which, under 'Sender Configuration' tab, by setting From Generation Type, as script & Here in Email, I am trying to set the 'From' field , a value of a current record field(u_email_id). We have Departments 1-9 We want to configure that people in departments 1-3 the reply to is their own departments email This KB will assist in customizing of outbound emails composed using the Email Client form within an incident form. Depending on the tab you select, you see the AI-recommended templates in the Found by Now Assist section from the available templates. Sep 8, 2016 · In Helsinki, when an agent opens an incident, clicks the 3 dots in the header and chooses "Email" (to send an email from the incident), the field "Reply To" is blank by default. Thanks! Feb 5, 2025 · Hello, Based on the "taxi company" field's choice list value, I want to return a different email address on Email Client Script > Recipients > To field. Resolution To de-activate the "Reply To" please do the following: In Filter navigator search for Email client and click on Email Client configuration Open on the Jan 28, 2025 · @Sruthi_2511 you will have to configure multiple email client templates but those will be based on condition and not based on roles If my response helped please mark it correct and close the thread so that it benefits future readers. In email client template field just call it in 'Reply Sep 12, 2018 · In case if I mention my personal email address in reply to field and when user gets email and he replies to that email it will be sent to my email address that's main feature of ServiceNow. Where are the defaults defined for the recipient, CC and BCC? 2. It should show the selected email addresses as drop-down in the From field as shown below: May 13, 2016 · Hi, We are looking for a solution where we can set the "Reply-to" field on the Email client read-only. Mar 24, 2025 · @DushanthaB you can configure email client template and add signature there Take a look at article - Email Client & Client Templates Composing emails with quick messages If my response helped please mark it correct and close the thread so that it benefits future readers. emailStreamResponseActions = true) with HTML formatting? We are very email dependent right now. Any comments or feedback wil Insert predefined content into the message body of emails that you send from the email client. Jan 6, 2025 · To change the "From" email address for Major Incident Communications in ServiceNow, you can configure the Email Client Template to use a different sender address. In my testing GMail stripped it out, Microsoft Entourage did not. You can customize the From and Reply to email addresses in notifications to display your company's email domain instead of the default ServiceNow domain. Email Client is used for sending an email from a record by adding details of that record and recipients as well Oct 1, 2014 · I have an Email Client Template that populates the Email Client with text from records on a table [u_stationary_emails]. It is very much possible to add an email client template to the email communication task, not by selecting one explicitly, but defining them for "incident_alert_task" table and adding appropriate conditions. If I want to set default values for these values, is it possible to customize them? I would like to borrow your wisdom, thank you in advance. In the modal that opens, select the Email templates, Response templates, or Quick messages tab. Hello, please forgive my unfamiliar English. Apr 28, 2023 · Save the Quick Message form. This article provides resources on how to configure these Jun 12, 2025 · Just like in an incident form, as shown below, we get 'Email' options under more options. Email client attachment handling By default Aug 12, 2024 · 08-12-2024 10:03 AM ServiceNow CS7517881 investigation found that in order for Email Client Templates to work with the activity log email buttons, the name of the Email Client Template must not change. 3 templates : rfq quotation , rfq reminder , rfq testing Groups : A,B,C For eg : First template is rfq quotation that should be only availble to a group 'A' and other groups should not see this templa Aug 12, 2024 · 08-12-2024 10:03 AM ServiceNow CS7517881 investigation found that in order for Email Client Templates to work with the activity log email buttons, the name of the Email Client Template must not change. Sep 13, 2024 · You can easily change the From address in an ServiceNow Email Client Template but changing the Reply to is less obvious. When creating an email client template, in the Sender Configuration tab, you're able to select From Generation Type to determine how/which the sender (From address) in the email client message is generated for that particular template. Feb 16, 2022 · I have a mail script returning setFrom and setReplyTo I've added this mail script to these client templates But when I click the reply/forward buttons in workspace the From and Reply are still the instance default email address. Create a different template for each table that uses the email client to pre-populate data for recipients and email content. For example, changing from MyInstance@service-now. But you can activate it by adding email_client attribute to your table. ServiceNow is the AI Platform for Business Transformation—and it all begins with workflows. The ServiceNow ® AI Platform is the cloud foundation that all ServiceNow products run on, helping achieve innovative business outcomes across every department. Is there any way to do that instead of getting va You can add professional signatures to your ServiceNow email notifications using notification email scripts, email templates, and email layouts. How to set the Reply to field in a ServiceNow Email Client Templatehttps://incident. Script include: Jan 18, 2024 · Solved: Hi! Need your help regarding email client template We know that composing email can be seen in the option of the form. When a user replies to that email, will I see that reply in HR Case Activity Stream? If not, what steps do I need to take to configure this. That's how ServiceNow started—our founder Fred Luddy wrote a bit of code that helped a colleague do her job faster and easier, and he realized he wanted to create a company that would do that for anyone. Jan 3, 2022 · We successfully changed the "From" on: Email Client --> Email Client Templates But we are unable to find where to change the "Reply-to". Script include: Dec 15, 2023 · The email client in classic ui doesn't utilize the email draft table so the logic to set the reply to to match the from field doesn't work. May 28, 2024 · Can you navigate to email client configuration from application navigator and search for default email client configuration (Check your email client as per your system configuration) and we have "Display Reply To field " under display configuration to display this field. Is it something that can be easily done or I need to script this. Jan 28, 2025 · @Sruthi_2511 you will have to configure multiple email client templates but those will be based on condition and not based on roles If my response helped please mark it correct and close the thread so that it benefits future readers. The platform always uses the SMTP configuration, but we don´t want that for this particular notifications on this custom table. Mar 26, 2024 · Within the incident form you can click 'More options' > 'Email' and then the 'Compose Email' form opens for the incident. Jan 21, 2021 · When a user replies back typically the ADDITIONAL COMMENTS gets updated and that is reflected in activity log so what you can do is make a Notification triggered if Additonal comments updated send to Assigned to- and do not email event creator. Everyone who is digitally transforming their business can use ServiceNow to move faster with AI and automation. Whereas, it should be recognised as a "Reply" and shouldn't be opening a new incident for each reply to the incident by email. Here is There are certain situations in which an administrator would like to send an automatic reply to incoming emails, e. Apr 12, 2010 · The system first performs all of the checks to see if an email should be classified as a ‘Reply’ or ‘Forward’ and only classifies the email as ‘New’ if none of the conditions are met. I believe May 14, 2025 · Hi , I have created 3 email client templates and i want those to be available as per groups/users . To do so, from the list view or Jan 3, 2022 · We successfully changed the "From" on: Email Client --> Email Client Templates But we are unable to find where to change the "Reply-to". I want to restrict the visibility of a particular template based on the HR Service and requester country to make it easier to interact with the list of templates displayed in the Agent Workspace. email_client. Edit that field in List view or add that on form view and make set reply to as per your requirement. do/2024/09/13/changing-the-reply-to-in-a-servicenow-email-client-template/ Jul 21, 2020 · In this column, I included the code provided and when done so, if I try to open the email template in the respective HR Service, I see that the code itself is appearing in the "Reply To" field. Security Operations Service Bridge Service Management - Other ServiceNow AI Platform Solutions Strategic Portfolio Management View all products We want to make the world work better for everyone. Cause The root cause of this issue is that the instance does not have a configured email client response template. At the moment the Email tab only appears when an agent clicks the reply button on an Email in the activity stream. 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. ui16. you can setup an email notification to send when an incident state changes to on hold. Select an existing template or create a new one. I have set the email_client=true on the collection dictionary entry. . Mar 25, 2025 · Solved: I want to add worknotes and send email functionality in the ritm form just like the incident form in service operation workspace. The ServiceNow AI Platform unites AI, data, and workflows so enterprises can automate processes, improve decision-making, and scale across every department. Is there any way to do that instead of getting va Feb 5, 2025 · Hello, Based on the "taxi company" field's choice list value, I want to return a different email address on Email Client Script > Recipients > To field. Mar 13, 2024 · In agent workspace when you click Compose Email, where does the Reply To address come from? I just noticed we had a typo in ours and I can't figure out where it's being set. After you define one or more quick messages, the Quick Message selector appears in the email client so that you can construct an email with multiple May 14, 2025 · Hi , I have created 3 email client templates and i want those to be available as per groups/users . Jul 20, 2017 · 1, For Email client First Go to Client Templates and click on new to Create an email template for your table (refer the fist image). Release Confirmed in Madrid, New York Cause Is glide. g. Jan 18, 2024 · Solved: Hi! Need your help regarding email client template We know that composing email can be seen in the option of the form. The business requirement is that the To, CC, BCC should be blank and should not auto populate anything. com Hi, To set the dynamic ReplyTo, you need to create email client template and script include. Aug 24, 2022 · How to control email_client based on user roles on the form Go to solution Hari1 Mega Sage Oct 9, 2024 · Response Templates --> These templates mainly used for responding on specific action, like delay in delivery etc. emailStreamResponseActions set to true so that the reply buttons are available. If I want to set default values for these values, is it possible to customize them? I Feb 16, 2022 · I have a mail script returning setFrom and setReplyTo I've added this mail script to these client templates But when I click the reply/forward buttons in workspace the From and Reply are still the instance default email address. Any ideas how can this be done? One note related to this. In th client template, open the script part and add: <style type="text/css"><!-- p { font-size: 24px; } --></style> <p></p> Of course adjust to what you need. Apr 1, 2019 · HI All, On the email client, the reply to field auto populates to our service desks email address. Navigate to System Policy > Email > Client Templates. This is an issue with the fields To, CC, and BCC in the email client. With ServiceNow, you can replace unstructured work patterns with intelligent and automated workflows, creating a smarter, more connected enterprise. com. We want to put the same address that is being used on the "From" field. I would like to have the mini Email client active by default in the Compose section of a record. Thanks, Check the email notifications table and you should get an idea of how emails are triggered. Use the Email Client Template to create a set of allowable From addresses that can be used when a user sends an email with the email client. Your mileage may vary based on the email client sending the email. 1. Jan 28, 2025 · you will have to configure multiple email client templates but those will be based on condition and not based on roles If my response helped please mark it correct and close the thread so that it benefits future readers. My users (IT, HR and Facilities) want to be able to reply to a received email in the Activity log and have the original HTML formatted email populate in the ServiceNow email client. This post covers few basic use cases related to Email Client, Client Templates and Inbound Email Actions . xaqgefv nklrqdqn dfevh vzqri ctdxa rok bzhuy udwzgs amddxp coazc fjup qbfebri krpg qycjjqt toj