Add/Remove email client to forms

Mark Roethof · ‎09-07-2020

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Hi there,

Ever wondered why sometimes there is, and sometimes there isn't an email client available on forms? Or more specifically it is available for example in Incident [incident], though not for Stories [rm_story]? What can we do about this, to activate the email client on Stories, or to deactivate the email client on Incident?

Email client

The email client we are referring to:

Dictionary Entry Attributes

In some cases, the email client will certainly be useful and in some cases certainly not. So what if we want to add/remove this? DOM manipulation? When searching the Community, you will find some (working) answers to do so. Though... there's just a dictionary entry attribute available for this: "Email client".

When opening the dictionary entry of type Collection for the table concerned, amongst others there is a related list "Attributes". Add a new attribute here, "Email client" with value "true" (or if you wish to remove this change the value to "false").

Results

When opening your form again, the email client now will be available if you added the email client attribute (or it will not be available anymore if you have disabled the attribute).

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And that's it actually. Hope you like this. If any questions or remarks, let me know!

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Kind regards,

Mark Roethof

ServiceNow Technical Consultant @ Quint Technology

1x ServiceNow Developer MVP

1x ServiceNow Community MVP

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Wendy Sheehan1 · ‎09-08-2020

Thanks Mark, this shortcut route to adding the email option is very helpful !

Wendy Sheehan1 · ‎09-08-2020

Thanks Mark ....this shortcut route to adding the email option is very useful.

amIT152 · ‎09-08-2020

very helpful

thank you

AgatheL · ‎11-15-2021

Hi Mark,

thanks for the useful doc.

Would you know how to show or remove the option depending on specific parameter of the record ?

Thanks

Agathe

Shishir Pandey · ‎12-27-2021

Hello Mark,

This is something I did to enable email client on sc_task however unlike other platform areas when you send an email using the email client on sc_task the email does not get recorded as part of activity feed of the record. Is there a different configuration to achieve that?

I always thought that enabling email client will also attach emails to the record as part of activity feed and considered it OOTB but I was wrong.

Can you please provide some guidance on how to add that emails to the activity feed of a the record?

Regards

thaovan · ‎03-06-2023

Hi,
I am working on my CSA and have 2 questions related to Email Client
1. When logged in as Admin, I was able to manage to turn on email client on Incident form.
But when I impersonated other user, I couldn't see email client available on forms

Joe employee.png

2. I see nowhere to insert Quick Message on Compose Email window
Compose email.png

Can someone help me answer these 2 questions plz.
Thank u in advance