Copy Original Email from Case to Task so email can be Replied/Forwarded in activities stream.

[Heather9]

Hello!

We have cases that are generated via an inbound action which trigger a child task to be created.  From this task, we would like to reply to/forward the original email (currently resides on Case) via the activity stream.  All efforts to copy the email from the case to task result in a comment which doesn't provide the reply/forward options (see attachment).  It appears that I need to have this trigger as 'Email Received' to have this functionality but all efforts to do so have failed. I have tried changing the target/target table on the sys_email table (have concerns that this will leave broken links in case), I have tried copying the record from sys_email table with the task record as the target but the new record isn't being added to the activity stream.  Any ideas on how I can complete this requirement?

Thanks in advance,

Heather

[Allen Andreas]

Hello,

Unfortunately, you didn't share precisely what you've tried, but more so the concept.

With that said, please refer to this thread where it details how to copy the email and changes the target so that it'll show in the task record activity log as you'd like: https://community.servicenow.com/community?id=community_question&sys_id=f82bb271db692450fb4ae15b8a96...

The thread contains discussion as well as working code (albeit in the context of a UI Action, but the concept is there).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Heather9 · Accepted solution]

Thank you for your reply!  I actually had tried to replicate the idea in the thread you mentioned with an inbound action in my PDI using the RITM/Task tables to test the concept.  The inbound action actually worked (I was thinking it hadn't), but I forgot to turn on the Sent/Received Emails in the Activity Filter so I just wasn't seeing it.

For anyone wanting to replicate, here is the high level view of the inbound action I created:

[Allen Andreas]

Hi,

Great.

If my reply helped guide you, please mark as Helpful or Correct.

Thanks!