This guide offers a step-by-step approach to sending custom emails from records in the Service Operations Workspace, making it a valuable resource for users looking to enhance their communication efficiency. By following the outlined steps, individuals can streamline their email processes, ensuring that all necessary information is included and formatted correctly. Whether you’re a novice or an experienced user, this guide can help improve your workflow in ServiceNow.
1. Navigate to an incident within the Service Operations Workspace.
Example: Open an existing incident
2. Compose
Under the compose section you will find the typical Comments (where you can comment to the caller), Work notes (to comment to your teammates), and Email.
Click the Email tab.
3. Email Form
You will find that the default template has been used to get your email started. You will need to do the following to prepare the email:
- Enter the recipients in the To; and optionally the CC and/or BCC
- You can use external emails here if needed. An example of this would be a locked-out user who could not open their AU email.
- Subject: This can be left as is or updated.
- The default Subject will be the record's number followed by the short description. (i.e. "INC0205859 - My account is locked"
- Body: Modify the body to suit your needs.
- This should not be left as is as there a few placeholders in the template.
4. The template is meant to assist you with consistency. You do have the ability to modify the emails content and HTML before sending.
5. Send Email
When you're ready to contact the customer. Click "Send Email"
6. Confirmation
You see the Email Sent banner across the top of the page after sending.
7. Documentation
Once your email is sent to the customer a copy is saved in the activity feed for documentation
8. Preview
To see an HTML version of the email sent to the customer simply click "Show more"
