I have a special us case that seems so simple but not exactly sure why its proven difficult. I simply need to add sent emails to my activities, but having a hard time figuring this one out
I have selected the filter activity to configure the available choices but do not see the ''send/receive'' email option, I did however see two options emails-autogenerate and emails-correspondence which I did move to the selected option.
Upon testing, when email is sent, I don't see it in the activities.
What am I doing wrong and why is the ''send/receive'' missing from the list of available options?
Now we have two types of mail to be tracked autogenerated and correspondence. In the past it was Sent/Received.
Also check Resolution steps mentioned in below article
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0719147
If you are testing this in a non-prod environment, more than likely you have your email delivery set to disabled (glide.email.smtp.active=false). Emails don't show up in the activity log until they are sent (type=sent). If email delivery is turned off, all the messages in sys_email will have a type of send-ready and won't show up in the activity log. For my non-prod environments, I have a business rule on sys_email that changes the type to sent before the records are written to the table...
This is also helpful to keep the number of send-ready messages down so if you do turn the SMTP on to test and set a test user (glide.email.test.user), that user won't get thousands of messages that have been waiting to be sent for months or longer. We run a cleanup script to set all messages to sent, turn off this business rule, then activate SMTP for non-prod testing.
One caution - be careful that you don't let this business rule slip into your production environment. It will effectively bypass the SMTP engine and no mail will be delivered since the records are all set to sent when saved in the table.
Dan T
(typical message to give me a thumbs up if this was helpful)
