Create a configuration that controls the auto-complete list of recipients displayed in the email client.

Before you begin

Role required: email_client_admin

About this task

You can specify recipient qualifiers that display additional fields (from a selected ServiceNow table) in the auto-complete list. These fields differentiate email recipients who have the same first and last names.
Use the following tabs in the Email Client Recipient Qualifier form to define a recipient configuration.
  • Display Configuration – Set up the email recipient auto-complete behavior and optionally select additional fields to differentiate recipients who have the same name. The additional fields ensure that users select the proper recipient for an email.
  • Query Configuration – Specify a condition or script that queries the selected table and filters the recipient results returned.
You can define different recipient configurations, which can be used in an email client configuration.

Procedure

  1. Navigate to Email Client > Email Client Recipient Qualifier and click New.
  2. Fill in the fields at the top of the Recipient Qualifier form.
    FieldDescription
    Name A unique name for this email client recipient configuration.
    Application The type of scoped application.
    Table The ServiceNow table to be queried for recipients.
    Description A brief description of this recipient configuration.
  3. Fill in the fields in the Display Configuration tab to control the auto-complete display in the email client.
    FieldDescription
    Email Address The field on the table that contains the recipient email address.
    Display Name The field on the table used for the recipient name displayed.
    Order The order of results returned relative to other recipient qualifiers defined.
    Additional Display Fields A content list for choosing additional fields from the table to be displayed in the auto-complete list. Differentiates recipients who share the same name.
    Search Additional Fields A check box for enabling additional fields to be searched. Expands the recipients returned in the auto-complete list by querying (searching) the Additional Display Fields.
  4. Fill in the fields in the Query Configuration tab.
    FieldDescription
    Prefix Search Option to find the desired recipient using prefix.
    Note: Selecting the Prefix Search option displays the Last Name Field drop-down menu with options to filter the recipient's name.
    Type Select the method for filtering the recipients returned in the auto-complete list:
    • Condition
    • Script
    Conditions If you selected Condition for the Type, use the condition builder to specify the conditions that must be met to return the appropriate recipients.
    Script If you selected Script for the Type, enter a script that uses these variables to return the appropriate recipients:
    • recipientQuery: GlideRecord for the table being queried.
    • targetRecord: GlideRecord for the target record from which the email client was opened.
    For example, this recipientQuery is a GlideRecord that represents the Customer Contact table. The targetRecord variable is a Customer Service case from which the email client was opened. This query limits the email client auto-complete results to contacts who belong to the same account as the Customer Service case.
    (function (recipientQuery, targetRecord) {
	
	 // Limit results to contacts belonging to the account for the case.
	 var account = targetRecord.getValue('account');
	 recipientQuery.addQuery('account', account);

})(recipientQuery, targetRecord);
  5. Click Submit.
    The recipient qualifier configuration is added to the Recipient Qualifier [sys_recipient_qualifier] table and is available for use in an email client configuration.