I haven’t ever seen that before. If you were going to do that you would probably need to keep the count stored in some background field on the form or something and then use a client script with GlideAjax to keep track of the number of times it was used. Probably not super easy to handle since the email client doesn’t offer a ton of flexibility.

Have you ever had any solution for the email client to update how many times its been sent? For example, its clicked first, subject would say Update#1, then if it was clicked again, would say #2 and so on?

When embedding images in the HTML-formatted email templates, you can not use local (local to your ServiceNow instance) images. This is because your mail client won’t have access to the image once it leaves ServiceNow. I’ve found it works just fine if you embed and HTML image reference to a publicly available image. For instance, edit the HTML of your email message template and embed something like this…

Hey Jim,

I’m sorry to hear that this didn’t work for you. I’m not sure what to say on this one, but if the url is stripped there, it is probably stripped anytime you use the HTML editor. In fact, I’ve seen a similar issue before with images embedded in a KB article that was sent from the system. The links break the same way there as well. This seems to me like an issue that ServiceNow should address.

I’m curious to hear Mark’s feedback.

Jim

Do you guys have any update on this matter? I really need to use the email client body as HTML but when receiving the email everything looks spaced out and gigantic.

I keep seeing this error in the logs:
org.mozilla.javascript.EcmaError: “__ref_string__” is not defined.
Caused by error in at line 1

==> 1: __ref_string__

I wanted also confirm that we face the same issue.
After field is changed to HTML and message sent out from incident record, picture is not displayed in receiver outlook(it display as red cross image) and also empty row is generated in the body of the received email between every text line . (I guess this second isssue double spaces, could be solved by some cleaning script which will remove the spaces before sending email out ????)

Have some of you found route cause of this behavior please ?
Thank you
Petr

Will probably need to contact support on that one. I can reproduce it in the demo instance as well. Changing the field type to HTML shouldn’t have that type of effect.

org.mozilla.javascript.EcmaError: “__ref_string__” is not defined.
Caused by error in at line 1

==> 1: __ref_string__

Twice for each use of the Email Client.

Any pointers as to where I could look for the cause?