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Create an email client template

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Create an email client template

You can create a different template for each table that uses the email client.

Before you begin

Role required: admin

About this task

The email client uses its own email templates to define default values for fields. Use the following sections in the Email Client Template form to build a client template:
  • Content: The message body.
  • Recipients: The email addresses of users receiving the email message. The email addresses are displayed in the To, Cc, and Bcc fields of the message.
  • Sender Configuration: The method used to generate the email sender (From email address) of the message.

Procedure

  1. Navigate to System Policy > Email > Client Templates.
  2. Click New.
  3. Fill in the fields at the top of the Email Client Template form.
    Top section of the Email Client Template form
    Field Description
    Name A unique template name.
    Table The table that the template applies to. Enable the email client for the same table.
    Conditions The conditions that determine when this client template is used. Use the condition builder to identify the target record that must match before this template is applied to the email client.
    Application The type of scoped application.
    Execution Order A number that indicates the order in which template conditions are evaluated.
  4. Fill in the fields in the Content tab.
    Content tab in the Email Client Template form. Used to specify the content in an email client message.
    Field Description
    Subject Enter a description of the email.
    Content Type Select the format of the message body content: HTML or plain text.
    Body HTML If you selected HTML for the Content type, enter the content of the message body using the HTML editor toolbar to format the HTML. You can include variables from the Select variables column. Variables map to column names available from the notification table, its parent tables, and reference tables. Use variables to include values from a record in the table, such as an incident short description or comments and work notes.
    Body text If you selected plain text for the Content type, enter any text or mail script that you want to appear in the message body.
  5. Fill in the fields in the Recipients tab.
    Content tab in the Email Client Template form. Used to specify the content in an email client message.
    Field Description
    To Enter a comma-separated list of either field names that contain user email addresses or specific email addresses.
    Cc Enter a comma-separated list of either field names that contain user email addresses or specific email addresses.
    Bcc Enter a comma-separated list of either field names that contain user email addresses or specific email addresses.
  6. In the Sender Configuration tab, select the From Generation Type to determine how the sender (From address) in the email client message is generated.
    Use this field only if you want a different From address than the one defined in your SMTP email account.
    • None: The From address is not generated in the email client message.
    • SMTP Email Account: Use the From address of the SMTP email account for the instance as the sender.
    • Select From List: Choose from a list of allowable From addresses defined in the Email Client From Address [sys_email_client_from_address] table.
    • Script: Enter a JavaScript script that runs a GlideRecord query and matches it to the target record of the table for the email client. Determines the email From address to be used in the email client.
    • Text: Enter the email From address to be used in the client.
    Note: If the domain for the From address is not the domain of the SMTP email account server, the owner of the From domain must configure the SPF record for the domain. The owner changes the domain settings to allow the instance to send email as if from that domain. For details on using SPF records, see ServiceNow KB0535456.
  7. Click Submit.
    The template is added to the Email Client Templates [sys_email_client_template] table.

    Here is how the template populates an incident email.

    Email client window populated by a template
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