Composing emails with predefined content from the Source-to-Pay Workspace
Summarize
Summary of Composing emails with predefined content from the Source-to-Pay Workspace
This feature enables ServiceNow customers to compose and send emails directly from a supplier case or supplier task within the Source-to-Pay Workspace. It streamlines communication by allowing users to insert predefined content into email drafts, improving efficiency and consistency when managing supplier-related interactions.
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Key Features
- Email Client Access: Open the email client by selecting Compose Email from the more actions menu on a supplier case or task. Draft emails are auto-populated with Cc (contact who opened the case) and Subject (case number and issue description) fields.
- Quick Messages: Use predefined quick messages to populate the email body with relevant content. Default quick messages include standard closure responses, case progress, primary contact information, Knowledge Base article information, and additional information for both supplier cases and tasks. Placeholders in templates must be replaced with appropriate text.
- Response Templates: Insert reusable response templates to quickly add consistent messages. Templates can be copied to the clipboard and pasted without replacing existing content, or used to replace highlighted text in the draft. This feature helps resolve cases faster.
- Draft Email Management: Save emails as drafts and access them via the Draft Emails tab on supplier cases/tasks or through the Draft Emails module. This enables easy review and editing before sending.
- Email Activity Logging: Sent emails are logged in the Activity section of the respective supplier case or task, allowing users to track communication history and continue working with the email from the activity log.
- Configuration and Access: To enable the Compose Email option and email activity logging, the appropriate role must be assigned on the User Interface Properties page. This ensures controlled access to the feature within the Source-to-Pay Workspace environment.
Practical Benefits
- Improves communication efficiency by embedding predefined content and templates, reducing manual email composition time.
- Ensures consistent messaging across supplier communications, enhancing professionalism and clarity.
- Maintains communication history directly within supplier cases and tasks for better case management and auditing.
- Allows flexibility to customize emails by modifying quick message placeholders or response template content as needed.
- Enables better user experience by consolidating email drafting, sending, and tracking within the Source-to-Pay Workspace interface.
Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.
You can use this feature to compose and send emails directly from a supplier case or a supplier task. To open the email client, select Compose Email from the more actions icon (
) from a supplier case or a supplier task. A draft email appears with pre-populated data in the Cc and Subject fields. The Cc field is auto-populated with
the email address of the contact who opened the case. The Subject field is auto-populated with the case number and issue description.
Using quick messages
In the email client, you can select a quick message to fill the email body with the content that is specified in the quick message. After you define one or more quick messages, the Quick Messages contextual pane appears in the email client so that you can draft an email with a quick message of your choice.
- Supplier case: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
- Supplier task: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
For more information on how to create a quick message, see Define a quick message.
Using response templates
Resolve cases faster and more efficiently with response templates. Response templates are reusable messages that can be copied to draft emails to provide quick and consistent messages to users.
Open the response template that you want to use for your email and select Copy to clipboard. You can now paste the contents of this template at the location of the cursor. It doesn't replace the content that you created before selecting the response template. To replace existing content with a response template content, highlight the text to replace and then select a response template.
For more information on how to work with response templates, see Create or modify a response template.
Viewing draft emails
After you save the emails as draft, you can view the draft emails by selecting the Draft Emails tab on the supplier case or supplier task. Alternatively, you can view the draft emails by selecting the list
icon (
) and selecting the Case Draft Emails or Task Draft Emails sub-modules under the Draft Emails module.
Emailed message in activity log
After your email is composed, sent, and received by the intended recipient, you can see the email message in the Activity section of the supplier case or task. You can continue to work with this email from the activity log.
Email composer configuration
To view the Compose Email option in the More Actions menu, and to view your emailed message in the activity log of a supplier case or supplier task in Source-to-Pay Workspace, ensure that you add the role required to access this feature in the User Interface Properties page. For more information, see Configure access to the compose email feature.