approver email not showing in notes

[santiago_bergal]

Hi!

When create an RITM, an email is sent out and an approval is requested. According to the logs, the email is sent correctly but it is not showing in the notes. Does someone know why? and how to fix it?

[Aniket Chavan]

Hello @santiago_bergal,

Is only approval emails are not appearing in the activity log or this is happening for all the emails?

Also you can refer to this "Emails Not showing in Activity Stream" article to verify some other factors as well which can be the possible reason for it.

Please mark my answer helpful and correct if I have answered your question.

Thanks & Regards,
Aniket.

[Shubham26]

Email trigger for RITM, will show on RITM record, and approval record email will show on approval record only.

Also, if email is not showing in activity logs, you have to configure it to show it in activity logs.

[Anand Kumar P]

Hi @santiago_bergal ,

Check the state of email  issue is due to the emails being one of 'send-ignored'/'send-failed'/'send-ready', due to email sending being disabled in the instance.

Enable Email sending by navigating to System Diagnostics -> Email Diagnostics. To modify the settings, click on the Modify Email Sending / Receiving related link.

The following steps will enable you to view the "Sent/Received Emails" prior to Tokyo and "Emails - autogenerated" and "Emails - correspondence" from Tokyo onwards in the activity stream:

1) Ensure that the following property value has the right role added so the user with the role can view the email option (Show email details)

    glide.ui.activity.email_roles

2) The email sending property 'glide.email.smtp.active' should be set to true. Note, it does not matter even if you see emails being sent from Email logs (sys_email), the 'Show email details' will not show unless this property is enabled.

3) If you are testing on an OOB Instance, please set an email address, eg: employee email address just for testing purposes in the system property 'glide.email.test.user'.

4) Make sure the 'Sent/Received Emails' or "Emails - autogenerated" and "Emails - correspondence" checkbox is ticked on the Activity Stream filter.

Mark it solution proposed and helpful if it serves your purpose.

Thanks,

Anand