TechNow Ep 64 | Engage users with the ServiceNow email client

I'll talk for the delay like today's call over to your first speaker Chuck Tomasi Chuck yellow floor hello everyone and welcome to tech now the web series for ServiceNow administrators and developers on a wide variety of the now platform topics I am Chuck Tomasi from ServiceNow I'm senior TP mm been here for just over nine years June of 2019 was my 9 year anniversary very happy to be here and very excited about today's topic as well I bring a wealth of experience to both ServiceNow and be well the community can general I'm not going to read every bullet I'm let slide but suffice it to say I was a customer for a couple of years before that which is really where I cut my teeth on the knob platform and as a customer it's funny I knew about today's main topic but I didn't really have a chance to dig in until someone said let's do that on a technology so I'm very excited to share with you all the ins and outs and what I've learned even some new features that have come along in the latest release so with that I am going to hand it over to Craig for his introduction all right and I'm Craig step I'm a program manager for the cloud layer or palliative services for the major cloud labs and I hand a lot of infrastructure that we provide for our classes in the training and certs department at ServiceNow I've been doing that for quite a while now and if he's been in knowledge he probably thinks of my work and the workshops providing the virtual machines that you would use to do the labs I've been specializing in cloud automation at service now and I've been here since 2014 so I'm at the five-year mark and I'm slowly becoming a senior except slowly I want to slowly tell you I've been co-hosting with Chuck and some of podcasting hobbies rather or podcasting photography and analytics among other stuff and a little bit everything and you know I will turn it over to Stacey hi everyone my name is Stacey Bailey I am honored to be a part of this pod like chunk on I mean start like Craig I'm also in a training department as a program manager for application development like Chuck though I started off as a customer and then I spent a few years as partner and now an employee and like Chuck my experience with the email client goes back several years so it's an oldie but a goodie so we're looking forward to delving into that today all right Craig let's continue the agenda yeah so today we're going to take a look at the easy way to preview your mail scripts and checks going to walk yourself through them as a more also consequence the email client inside service now and of course a little Q&A session we'll be trying to answer the question does we go through the today's presentation and if you missed it last time there's a chance that you can do it again you can go over to knowledge and before you know it it's going to be 20/20 and before you know it knowledge 20/20 will be upon us and it's going to be a lot of fun I know and last year it was a lot of good stuff that came out of it a lot of great workshops videos you can watch the videos which is an excellent experience of putting on your calendars mein Fuhrer 3/7 is knowledge 20/20 and you can go to the knowledge website it has knowledge service now comm where you can view a lot of those vidiians a lot of the contents that we presented at ed knowledge the demos and the keynotes all the good stuff is on there so go over there and check out the video library at the knowledge now now no no after this no don't do that do that risk which leads into you know knowledge itself is built for customer success because without your success we don't succeed so we want everybody to come along with us and you can go over to ServiceNow on comm slash success and go through some of the success stories and scenarios that you may be trying to overcome or maybe you're trying to do an implementation you want to see how somebody else data there's a lot of white papers and lots of examples on how to implement what you're looking for in ServiceNow if you must customer success center because you're not alone other people have done it different you know well now different applications and we're all here to help you you can go to the testing Success Center and go to the navigator and walk directly to questions and it just some answers Allison you can go get me some answers whoever the developers Center at the developer dot service telecom and you can find all kinds of information if you're trying to make something yourself or get someone looking or get your hands dirty trying to build some applications you can get free developer instances there's learning plans you can look down the bullet item I'm not going to read them all here but lots of videos and code examples as well as the documentation for for trying to implement whatever you're trying to do in service now they're just trying to learn it's a great place to go and get some information and help with that I'll turn it over to the states that you're doing the community click this I sorry I'm yep all right now to make a quick tip today has to do with notifications kind of related to the email client so we thought that this might be a good one to share quick and easy so yeah I'm looking at notifications and service now and as you know there are quite a few I've got 235 out of box just in my developer instance here I'm going to just take a quick filter and look at the ones for incident management and if we take a look at these we know that several releases ago mail scripts were introduced and it's kind of changed formatting so rather than defining these mail strips in mind they're moved over to notification email scripts we can take a look at how these renders this particular one had several all together but if we look at mail scripts there are 94 of these out so it's kind of difficult when you're working with clients to figure out you know what notifications you want and what new mail strips you can reuse here so if I think I look at notifications for intimate management email scripts we've got we view the violence with customers and say hey here's what each one looks like let's pick and choose see which ones might be good starting places for what we want there's an easy way to preview these if we can filter the list here unfortunately we don't have a table column so we just have to look at naming conventions we'll export these over to excel downloaded those and we'll just zoom in here just a little bit turn this into a tables and then as you saw with the notifications there's a certain format for calling these in notifications so you can see that it's dollar sign curly brace mail shift colon and the name of the mail script so we can insert a new line here and make a formula in Excel that essentially just generates the call to the mail scripts okay not too difficult to do but it really will result in something pretty handy we've got 14 of these here 13 lines and we could come to our notifications create a new one this is a good thing to do just in your developer instance set the table that is trigger and then in what it will contain for your message paste your table with the scripts save and now when you preview you essentially have created a catalog of what each mel script actually will render so we can see infinite additional details here's what it actually looks like this might be something to work with your end users as I say it's a suitable do we use this as starting points how do you want to tweak this and it gives you kind of a good preview you can do this with any of these notification email strips any table and just preview that here so I hope you guys find that little tips helpful and I thank you customers I like it that's awesome thanks Daisy yes I didn't think it was so easy yeah it is pretty cool I guess without every once in a while when you need it it almost reminds me of the the what is it Craigie and Evernote where you can create a table of contents you just highlight a bunch of documents and say make this a table of contents that's kind of what it's like oh yeah I maybe maybe we can get our product managers to do something like that in the platform so we don't need Excel for now that's a gating kids that would be awesome all righty I think we're under the the moon topic so without delay I'd like to start talking about this so it's not an email client and as I mentioned earlier this is one of those topics that I knew about as a customer and I did some work with it maybe even added it to a table but never really went much beyond that and there is so so much more to the email client that I found out as I was doing research for this one Wow another one and somebody even has to be in the community last week a question that they said I'm going to ask you on a webinar if you don't answer it now I will provide that information as well just sort of glad they challenged me to that but before we begin real quick introduction the email client is available from the three dotted menu next to the UI actions up on the top of a form and if you pull that menu down and you see email that table has the email point turned on and when you use that you get a nice form which I will show you in just a moment but before I go too deep I'd like to know how many people out there on this live webinar are currently using the email client to some extent on either incident or change or custom table or whatever they configure this or this turn it on they just frankly use it well maybe you've turned it off that's one form of utilizing the email client is we don't want people to use it so you know I think you've got a familiarity to it and you're not talking about Eudora or Pegasus mail or something oh no no no no no email client into the cell thank you yes right and we will give everybody a moment to tap in their answer and say yes or no you can't really get it wrong keep either dealt with this before or it's totally new and you say no I know nothing of it that's why I'm here and that's fine so I I think it's a wonderful feature and maybe you will see some new capabilities ago yeah let's start using that door let's take advantage of some of these new things that came out in Madrid and our answers are about 3/4 of you are using it that's wonderful and I hope I can shed some light on some new capability or really in deeper and highlight something that you go I didn't know that if not okay feel free to comment back in the in the the Q&A and we'll get there I also want to point out there is a live Q&A as we had heard in the introduction before the the webinar was recording if we don't get your answers answered lives because sometimes they're coming really really fast and there's just a handful of us trying to answer these lives we will be responding to these in the community afterwards so we will take every question every answer if it's not answered live with an insert afterwards and then post it to the community post where you find episode 64 and they will all be there like you'll get an email if you ask a question or not Kennedy knows hey here is your question and a link directly to that in context so we'll have that for you trying to be the best experience out of this webinar that you've ever ever had let's move on with a demonstration as I'm not going to bore you to tears with all the ins and outs of this particular feature people said we want more we want more demo you get more demo so I want to first show you where the you know client is as I mentioned from that menu I'm going to bring up an incident and with all demos latency is always extra high when you're doing the live demo it was fine a minute ago I swear before the cameras started rolling and up on this more options menu you'll find this on most forms there's email you know well I don't see that I'm not I'll show you how to turn that on you know it needs to be when you click that you get a little pop-up window that has your typical email stuff who is it - who's it from who's it going to what's the subject even where you can put in the body and some pictures that aren't here that I will show you how to enable as well so that is the basic bones and you can you can use the paperclip and the attachments show up so on and so forth that's that's the basic framework I'm going to go to a custom table that I made for my safety issues and note that this menu does not have email how do you turn it on well to turn it on you set an attribute called unsurprisingly email client in the dictionary entry for that table so if I use the form menu and go down to configure dictionary I get the table entries the custom fields the table definition which is denoted by this collection that's how you know which one it's the table it's not a field it's a collection why is this collection in that table I don't know I'll have to ask one of the people who set this up in 2004 and if I drill into the dictionary entry I have an attributes related list I could create a new attribute on that and say email client and the value is true that's really all it takes to turn that on now when I go back to my safety issue in fact I'm gonna be there so much I'm going to pop it out in another tab so I just hit shift click complete another outcome and click on my neck and there's my email client looking very much like it did with the incident it takes the number and the subject this is the subject it really it's a sample record in Latin but you can see it ends with will put 8 Maurice and sure enough and there's I hope that's not anything offensive to anybody but Russians a little rusty so know that that that attribute that email client equals true can be set on any table it's not just stuff that's extended from tasks so if you've got a custom table that is extended from nothing you can still use that that's it however you may say how come all of my people don't see this ok Chuck's running around here as an admin access of course it's going to show up admin gets everything right but I got a safety manager that doesn't have access to this there is an access control if you look under system definition or system security access control and look for the one that there's email client processor you will see one ACL with an execute that says here is who gets to play with this thing and currently it's defined by these roles in embedded lists here I tails on by default if I want to add my safety people I recommend creating a new ACL that has the same top attributes processor executes I mean normally we deal with you know read write operations and this is a little different so pay attention to the fields and then put in your goals for your application that way they get access for that application in this case it would be X underscore s and C dot safety user or whatever it is that I will put in here so don't modify the out-of-the-box one that of course is not best practice because if for some reason somebody would have come along and modify this you're going to miss out but I would go ahead and create a new ACL and grant those people access to the email client as they need so the other reason you may not see this it is the email client option I'm going to do this from here safety issue is if you are creating a new record because the email client is trying to pull information from fields that don't exist yet so you go where's my email client oh I have to created a record it's pulling those from the record information so once I save this record I will then see the email client so don't be surprised that one actually caught me off guard as simple as that seems I went I'm putting in another note so I can remember to share that okay so there's two main aspects to configuring the email client one email client configuration and the other email client template one affects the behavior of the client itself how things are presented the other affects what is presented so let's begin by first going through the email client configuration and you can find this under you know client you know client configuration I needed a favorite because we're going to be here a lot and you could see by default there is one that says I am the default configuration so if you have nothing else of which my safety issue table does not have a configuration you see there's no table in here that's a safety issue but what I can do it's going to use default by default good name for it right and that comes out of the box I added another one called problem and in the default configuration there's a number of things I'll switch to global so that we can actually see these things that is editable fields they belong to global and it's got a name it says I'm the default configuration and the factor it also has this new feature added to Madrid called recipient qualifiers now when you're looking at the email client just gonna leave that up there by default I have a number of users in here that are inactive Thomas Jefferson Abraham Lincoln George Washington I'm pretty sure they don't work here anymore they went off and did their own start up something about in the new country colonies that kind of thing but I can put in Chuck and it says oh I know who truck is yeah let's take that but if I try George Washington I don't have George Washington because easy inactive and I'll show you where those are configured in just a moment we also have the display configuration which fields we want to display on the form and also filter configuration which I'm going to come back to a little bit so let's go ahead and set one of these records up for our safety issue and I'm going to set this one up a little bit differently safety issues on the table safety issue not the issue issue table I'm not a couple of times so watch your table naming this is the one for this application and by default it's rose in active users and active groups a logical assumption since often you don't want to send mail to people that don't work here anymore however I am going to use one that I built out earlier let's get rid of these called all users see if I can get hands on the right home row keys this includes all the chain users yeah another way check Alex in the system he did there are times when people then like the watchlist they're not actually users in the system or maybe the users in the system and they're you know might have somebody it's not active but they still need to receive an F receive a notification and that's something that you want to keep an eye out for anybody yet there is a single specific so I can define a different behavior than the one on in typical problem or change so yeah that's a very good thing I'm also going to change the from I'm gonna put that on instead of replied to so let's save that and see how that affects my fula so let's go back here you can see Georgia says I don't know who that is I'm going to reload this for them there's really fresh reload there it is Thank You Chrome and now my from address is out there I have all users so I can say George Washington there he is or generally Abraham Lincoln whereas I could not select those people before so just a real simple what do I see what do I get how do I get it there he does all that UNIX post a fun filled in there can that be customized to be from the person sending the email or some other email address besides there's instance at ServiceNow com oh yes yes it's can you segues a little early but good question before I go on are there any questions we need to address in the Q&A well that was the one from the Q&A okay good yes you can and you can even restrict who's displayed there so I'll show you that in just a moment the second piece of this is the email client template and I'm going to and then I kind of tablets out there they are they're under system Policy client templates and you can see we've got a whole bunch of them again these are table specific and they're also conditional so you say I've got three of them on this a female table well I'm going to build one out I just need that client configuration in global instead of safety shame on me and then the wrong scope let's go back to safety I'll take the rest of my work in the safety scope now but I'm going to create a new client template called default safety issue and of course put that on my issue table incorrect safety issue table which is right there and note that we have conditions so I could have a different email client template which contains a different body a different subject per state maybe Persei per location from the user language I you make it up you can have a number of these the funny thing about this is the conditions have been there for years but only in Madrid did somebody discover we should probably expose those and add them to the equation of when they take effect so as a mature just see this slightly different form layout no we also have an execution order very much like any other execution order on the platform if there's not necessarily a conflict but an overlap if you've got the same table same conditions you can use the execution or determine which one takes precedence I'm not going to leave the condition which means it will apply to all issues and I'll put it in here you've got an update on and put in one of the variables from the table in our traditional mail format Oh curly brace $4 curly brace format thank you for your for reporting your issue dollars short description has been updated and I can save that now the recipient is who it's going to go to therefore simply field names that you put in no curly braces here so open-to-buy is one of the fields on the safety issue so I can put that in there I could also put it in CC and BCC if I chose to you as well and then the sender configuration we've come back to that one just a sec that's one of those advanced features but this is what you're talking about Stacey about how can you modify who it's from that's where you modify on a template level by default it's going to take the SMTP address but we're going to come back to that in a little bit so now I've got a default safety issue I go back to my safety record open the client and I should see a couple of things in here a new subject you've got an update on thank you for your issue I've got the Latin in there I know that's working and we're gonna close that so we've got a little bit of content configuration through those email clients very easy to do other one see how it defaults to this SMTP address which comes from the email system properties if I go to email properties if you don't know what that is it's under system mailboxes email properties or system properties email properties and I'm sorry no Stacy you corrected me on this with email accounts email accounts SMTP account has the user label IT Service Desk and the from address you probably don't want to mess with these they are tied in with how it delivers to ServiceNow so in most cases you know well that's a nice default but how does that help me here how can I change what's displayed here if I were to say I want this to come from the safety department maybe it's so like replies come back or I'm just hiding behind a generic address I don't want to change this email account because that's system-wide this is a property just like any other property it's an account so let's not do that what I can do is in the email client go ahead my default safety issue I can go to the sender configuration and say all right let's use the default SMTP new account that's what the difference is between those first two I don't know or I can just put in some text and say this is from the safety department aka safety at example.com and when I say it's that my email client now looks like reload Safety Department address comes up there but you say what Chuck that's still an editable address anybody with their team not quite is going to know well you could remove it with that checkbox from the from the client configuration because no no don't show the from address I want people jacking that up or we can do something they are showing you in just a minute on how we can use one of those other options on the client template so any questions going back to the QA obviously something about people when you spray that HTML headers and stuff like that as a point of the point you want to build standard HTML headers and footers go watch episode 11 of techno yes one of the other things that I see in here is how do you coordinate between using an email client and your stand notifications I think that that's something to just discuss very briefly one of our listeners also points out that he customizes the subject line to really grab the users attention instead of just kind of the generic such-and-such a record was updated or work noted so can you can you talk about coordination between using the email client and notifications when you would use one versus the other yeah absolutely and and you guys feel free to jump in with your thoughts on this as well the standard notifications are generally triggered based on something I been closed and you should been updated and they she's been reassigned those are events that trigger a notification you typically do those in your system logic somewhere either directly through the notification to say when this record is inserted the check the inserted box and now a new record is created you get a notification you'll really have to think about it the email client is an on-demand hey I need to send an update manually right now it's like pediments mean the business rule in the UI action when it's triggered automatically per definition one is triggered manually and follows a particular configuration yeah and I'll give you a quick example of that in my system that I use for classes I had a lab record an old lab record as an instructor to instructor and maybe people that are assisting in the room maybe instead of in creating an incident with them attached to it I just want to reach out to them and say something I could set up the email client to grab those addresses and I can send them a quick message without having to just go you know look for the email address copy paste put in my Outlook and blah blah blah blah making message this I can just get quickly and then just you mentioned a key word in there Craig and that's a great segue he said I can send them a quick message and that's the next thing I want to talk about is feature called quick messages under system policy email quick messages I thought I had my little cursor highlighter here but I don't I've got a purpose and turn these off so they don't show up in my first part of the demo there's two that come with your standard ServiceNow platform called standard response in global signature and if I turn one or more of those on just by making them active you can't do that because you're not in global if you start out in global so let's try that again can click list at it and turn those to true go back to safety and away we go now if I look at that email client mm-hmm I have them choose around top it was already up there how they choose are on top that says hey there's your quick messages you want to stick in the standard response there it is dear customer course you can always make that appropriate and say we are working on your issue right now whatever whatever change that to global signature and you get that kind of thing so you can real quick auto reply on your if I block or or a macro or something of that nature and these are very easy to define a global signature here let's that global so we can see it and you can put in HTML you and this is your full HTML editor so nothing surprising there you can also restrict these to a user or group they are not mind you they are not per table there's no table or condition on here possibly we'll have that in the future not making any promises at this point but this is the restrictions at this point almost like a user criteria kind of thing but you'd say this is only for Chuck then only child will see this in the drop-down if the technology sees it then the three of us will see it and nobody else will so you can define these and filter them that way so that's that's a little bit about quick messages you know what let's let's make one for our safety issue it's come back to safety real quick just you can see how it's built I don't think there's any great surprise or great technical challenge there let's go to quick messages new we'll just make a new one real quick call this thank you make it active one of the few records are seeing where active doesn't default to true for your involvement the police will be in contacts and for whatever reason that is and you can also do things like you are i underscore laughs you know put in those special dollar curly brace characters and you get those in there it's not on the script so I'm curious to see if it works oh here's the interesting thing if you put in a field it's not the template that I want oh I was doing class I'm sorry quick message thank you and it there's my link to this if you put a field in a quick message that doesn't exist on the table for example safety issue is extended from task and I put in a field that doesn't exist maybe I put it in let's see yours truly you underscore government ok mmm careful about this because if I do that and I go over to my email client it will render a big fat nothing in the quick message it did it didn't render some when I was testing it actually didn't render anything I might have been email client I was thinking of so be sure you're using the fields that belong to that table obviously it didn't report anything but I had one where this just came out all blank and I went wait what happened to everything so if you see nothing another debugging point go check and make sure you got field name spelled correctly that kind of thing because note on the quick message there is no table so there's no field chooser off to the right so there's another caveat there is another yep good again said that might be a good reason to draft your quick message using the notifications form so you can have that picker you can make sure it's well-formed you can preview and then you can move it over here when it's well formed and ready to go great idea he's just full of experience in great ideas that's why we love her so much and I would keep her around the the next picture I want to show you is it is simply a property so when you look at the email client and I'm gonna render this right here the quick messages there's a feature to allow you to send an SMS message so all of these are by default going to send up to the email device there is a table called CM n underscore notice underscore device which is setting your preferences by your channel I believe it is notification create a channel I've got a primary phone a mobile phone neither are turned on neither are defined so if I wanted notifications to work I could set those up and there is a property called glide that email underscore client that's shown under SMS under option currently it is false and if I set that to true my email client then has the option spelled with the English way no client I forgot to fav when I reload this form I get any checkbox up here sent to each recipient SMS device now I could have a quick message go out or a client template that has a condition on it and say alright don't send it to the email send it to their SMS device because we all know that people respond to texts a little quicker than they do to standard email for whatever reason that is so there's that option as well but you got to remember that each recipient needs to have that SMS that that channel available to them and then they set up themselves in their step right so that one yes that's an opt-in thing alright now I told you I was gonna go a little deeper into these email client options let's see if we can get this all done in time because there's a few of them so let's start with the email client configuration for my safety issues I already showed you yeah that's the one I created in global that's gonna give us a little bit of problem isn't it let's redo that one real fast so in global delete that that way I get to go through and build it again what happens when you do this I'm gonna keep scrolling way too far okay I'm in safety I'm creating a new safety issue record so default safety issue active truth table safety issue my recipient configuration already showed you that by default it's going to include active users and active groups let me save that for you and show you where that's coming from you know client configuration recipient qualifier so email client recipient qualifier has some predefined ones out-of-the-box active users active groups I came up with a couple more I added a field to desist underscore user table called category and you could either be an employee a vendor a partner I had a few different ones of those if I want to make a new recipient qualifier I give it a table give it a description so I can help my compatriots in the future I say use the email field from this table and the other number they the display name is going to come from here so it's how do you compose that email address what am I looking for and what am i doing the filtering on so filter on the email address display the field name I'll show you where this comes into play in just a second it's how we got Jordan to Washington that kind of thing and of course I've got an order just like the execution order before I can add additional display fields if you've ever done a reference fielding you say I want to get the company in there I want to get the location in there it's what shows up in that drop-down I'm not going to add anything there and then I select my query so you can do it be a condition or script this one is I prefer conditions they're usually easier and I say when you're looking up users go find the ones where the category is customer so let's change this email client configuration for my default safety instead of active users and groups let's change it to customers okay that is the qualifier that is the filter that I'm going to use on my email quite so instead of filtering out Benjamin Franklin George Washington whatever they're actually my customers at this point I can't even type Chuck anymore because Chuck isn't a customer trucks an employee I can't type Craig if I were to type Craig oh how did Craig get in there we're gonna have to look at the data i hack system yeah here state you may you may actually be a customer help to luck and at stage let's go with Stacey and it says I don't know who Stacey is it's gonna say okay well but I do have George Washington instead of that list of about five George's that I had before there's George Washington and here's where I can add those additional fields if you want to put those on be cautious like any other queries you have a whole bunch of fields and you start walking it could slow down your query so use this judiciously I can put in names like that and let's about that so the recipient qualifier allows you to change what filters do I see on the to CC and BCC fields that's the recipient qualifier and say hey Chuck what happened to the front field well remember I rebuilt this record I didn't check the from let's turn that back on the email client from address so let it go let it go let it go let's display the from and this went in the template not in the email configuration let's look in de email client templates can you fault safety issue remember you were asking about how do you change that from address and I said well under the sender configuration you can either do text you can take the default SMTP email account you can select from a list or you can write it into script so if I look I'm gonna take obviously the SMTP email account ins is what you would expect it's showed up there with technology example.com whatever it was text is whatever comes from here select from list allows you to pull from email client from address there is a table here called email client from address and I put in some default stuff that said their safety their customer service there's love-love block if I want to limit that to just say two of them I go back to my recent record of default safety issue clients template and select from the list okay I want something that says safety so let's do safety department and safety inspector so that missed field now controls what I'm going to see on the email client up here on the from field in a drop-down you have no choice but to pick one of these two for this particular email client so if I wanted to be from the safety department or just from the safety inspector I've got it covered there so that's one way to do it per list but I could also do it dynamically this is the fun part where it's actually the right script from script let's take these out just so we don't accept possible confusion if I pull up script it says here is a script box and you two objects that are available to you a from address query this is a glide record so all I'm going to do is do an ad query to pare down that list that I was just looking at of all the from addresses and a target record which is the record I'm looking at the current safety issue in this example so I could say if the issue is from Germany it goes here if it's let me show you a piece of code that I got that explains that a little better that should actually be target record right there so I can take a value out of the target record and say where's this coming from get the value of the country and then do a switch which is like if else--if else--if else--if and say if the country is US or canada then the from address take all those records out of the table and add the query to email there's only two fields email and display value to service that's us okay I got my own drop-down list of one value if the country is Japan then I went to your service desk JP etc etc so I'm just adding these queries to say filter this down in my simple example I didn't bother about the target records but I added in the query add an encoded query because you can system to collide records I can use all the methods available to me with black record including add encoded query and say email address starts with safety so let's pop that into here and see what happens save that and you think that is my list of from addresses has one two three that start with safety I'm clearing the email address not the display name I could change my clearing around if I wanted to but I'm not going to and then pop open this email client my from drop-down list now contains safety safety safety so very handy way to constrain those from addresses who wanted to come from could be one entry could be for century couldn't even be the text that doesn't appear on here but it's going come from there so how we doing on that you can certainly you could certainly put your have it pull up your own or something like that and that's correct like that if that's the turn to record you want to say it's from the assigned to sure you could say let's put that in there but you'd have to have a way to query that table and and is your address in that table because remember these this list is coming it's a reference field this is one of those it's a rapid field to the email address from address records yeah you can put as complex a logic in there as you want a check this is great how you can customize the fun what about third post reply to can cannot be managed as well and your replies always go back to the instance what kind of flexibility do we have around reply to reply to I haven't seen any the configuration but I've done it on my own in mail script so you can use the email object when you're doing mail script I didn't want to get into that too deeply but it's uh you know I think we just I be mail script and there it is notification email scripts you can put I don't remember if it's in here or if it's on my other instance come on no it's not in here but content delivery email this is a different one you could put email dot set reply to in an e-mail script and then that will set the reply to address for you excellent I don't know I have to check if that's available can you run an email script that's the next question can you write email script in in a client template that one I don't know that's an interesting question I thought of that yet one of our listeners thought so too that's in the kids alright I will follow up on that one so if we've got that cute it will show up in the answers on that in the end so in summary the as want to wrap this up the configuration for the client the email client configuration is done per table okay this is where you they show the from show to reply to I want it to be on this table and here's what I want to constrain for the recipient qualifier here's what I want to display for the field and here's how I want to filter those addresses who is it going to okay thing that wasn't it but the the templates remember the client templates are on table and condition now got that condition available to us up here you see that to be able to change this template would be available on the issue table if it was work in progress this one is user info requested that kind of thing and then quick messages are global so keep that in mind as you're configuring these I do have some more information coming up in New York I'm really surprised this thing has been around for years and years and years but for whatever reason the notification team is giving it all kinds of love in Madrid New York and I've even heard rumblings of more features coming around in Orlando so not to jump ahead on our agenda but we are scheduled to do our New York platform features in late August August 20th is the current date on that look for information invites in your email boxes those come out so I look forward to that we've got a couple more minutes do we have any more time I need any more questions I'm developing kind of expensive perhaps you can we change the throne email address based on the quick messages picks selection quick messages you not have the ability to affect the from at this point one of one that I saw and that's pretty common one pretty basic that maybe we didn't show it was will email sent through the email client show in the activity filters log so with sent received emails will they show their I believe the answer is yes but attachments will not be shown that they they were part of that message that correct that's my understanding as well yes and the whole issue about email attachments on templates has come up as well to question I see that fairly regularly in the community can I put an attachment on a client template because you want to say hey Kim's a PDF you want to read there's a quick response or maybe even a quick message that would be a good place for it to so I have that bug in our product managers ear I can't make any promises that it will be said I know that it is an open enhancement on the list let me still sharing the demo slide I'm going to ask forward through the slides again screenshots of all this stuff is available as we go so with a few minutes left I'm going to wrap it up again if we didn't answer your questions they will be answered on the community and you get an email letting you know exactly I'm you click that link it will take you to your question on this big list of whatever there's hundreds or thousands of questions that we've got yeah and also if you saw somebody who said their faces could a little quick so you can go back and watch the video it'll also be posted as well yes we will be posting the video linking it to YouTube embedding it in the community posts so if you miss to be able to watch it again a reminder so apologies it was real quick there's a lot of information to get in here today and I don't want to keep you over the the dock site is a great place to get more information about the email client the docs team is aware that the scripting part of that from filtering needs some work as we record this healthy by the time you watch this in later reruns in syndication on whatever your favorite television network or Netflix is oh sorry guys I plug somebody there right well we'll have that updated for you then also the community if you've got questions about the email client head on over to the community great source of information lots of subject matter experts I participate there quite frequently we've also got the developer portal if you want to go get yourself a free developer instance that developer debt service now calm you can get that and play around this test it up that's exactly what I did I didn't want to mess around in our deaf instance and and possibly blow something up so you know good safe environment and we've done now over 60 of these episodes of text now so if you've got an idea for a future episode please send it to us and I recommend you look at the list first like I said you've done email headers and footers so we've got information on that most of it you try to keep it timeless and of course technology changes you may say hey these are doing email scripts the old way easy enough to convert they don't actually tell you you probably want to use the new way of doing email scripts so look through those topics lots and lots of good information out there and of course servers now that come to our success for the success Center on QA will be available on the phone when we're done and I don't know if you want to take that in but if you just take an email client on doc stuff service now to convict your favorite release whether it's in period in New York or London or Kingston you'll find the appropriate information there with that I think we're at the top of the hour and ready to go you can always contact us in a number of these ways with email comments on YouTube when you get that posted give us a couple of days to answer those questions and so through the post-production stuff and thank you for joining us today

Channel: ServiceNow - Now Community

Views: 2,917

Rating: 5 out of 5

Keywords: ServiceNow, ServiceNow Community

Id: D76UW-0MMHk

Length: 55min 40sec (3340 seconds)

Published: Sat Jun 29 2019