Add Email to Activity Log (Sent/Received Emails) of Incident

[Dominik9]

Hi experts

If a user writes an email that does not yet exist in the ServiceNow, the user will be created. We have a business rule that tries to add a company to the user and if this is not possible an Incident will be created.

Now I want to display the email for support in the Incident. I know that I can add the message as a comment or description to the Incident.
But is there a possibility to attach the sent email in the activity log (Sent/Received Emails) of the Incident? This would be a nicer option for me than adding the text as a comment, as all information is better displayed and the email is shown in the usual formatting.

Thanks,

Dominik

[Ankur Bawiskar]

Hi,

You can see the emails which are sent out on that record if they are in Send status

refer below link on how to configure that

How to configure and display 'Sent/Received Email' in the activity stream/log

Regards
Ankur

[Dominik9]

Hello Ankur

Thanks for your feedback.
The configuration is already active. What I would like to do in this case is to add the email to the activity of the Incident through the Business Rule. The Incident is created in the Business Rule and therefore cannot match the email. Is there a possibility to do this with scripting? 

[Ankur Bawiskar]

Hi,

I didn't get.

The activity log would show all emails sent/received

So I am not getting why it won't show the notification which triggered out for incident table for this record

Regards
Ankur