Let's talk about
- Activity formatter
- Setting activity formatter to show "send/recieved emails"
- Testing the emails send and received that may not show on the activity formatter
Activity formatter
The activity formatter provides an easy way to track items not saved with a field in the record, such as journal fields like comments and work notes.
Journals with Activity formatter not showing Send/receive emails do not show ignored, failed or skipped emails.
Setting activity formatter to show "send/recieved emails"
Here is an example of a journal with activity formatter that does not show all sent and received emails. I tested this on an incident. I've slightly changed the email address on the blog when compared to the screenshots. On this example, I opened the incident table and then configured the activities to include "Send/Received Emails".
I configured the activities in the incident table to show "Send/Received Emails" by adding it to the selected list:
Testing the emails send and received that may not show on the activity formatter
After the sending and receiving a few emails, I managed to have 4 sent emails and 2 received on the email table as follow:
Email table | Email Type | Does is shows on | Possible explanation |
Email send 1 | sent | YES | Sent ok |
Email send 2 | sent-ready | NO | SMTP disabled |
Email received 1 | received | YES | Received ok |
Email received 2 | received-ignored | NO | Matches junk header |
Email send 3 | sent-ignored | NO | Email weight |
Email send 4 | sent | YES | Sent ok |
Here is the final activity formatter displaying the emails on the incident form.
Note that there are only the sent and received correctly* emails which are shown.
*correctly means email with the field 'Type' of received or sent on the email table.
Also note, activity formatter only shows emails that match the displayed record
On the email table, the field 'target' holds the related record. This TARGET field needs to contain the record you have opened.
On our example, incident INC0010010
Conclusion
Journals with Activity formatter with "Send/received emails" enabled will not show ignored, failed or skipped emails and will only show record where the email target field matches the current open record.
What have we learn
After reading this blog, you show know:
- Why some journals do not show 'send/receive emails.
- Where to find the target on an email
- Where the final send and received emails are stored
More information:
Note: Tested on Fuji, using Firefox
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