Avoid mail content as work notes in RITM

[Eckhard]

Dear community,
we are on  glide-vancouver-07-06-2023__patch9-hotfix1-05-22-2024.
In a workflow for a RITM we trigger an event "ABC" and we have a mail notification that runs based on this event "ABC" and sends out an email. As a result, the content of the mail is automatically (OOTB?) pushed as work note into the specific RITM. This seems to be a default behaviour in ServiceNow. The problem is, that the content of this mail includes information which are only specific for the recipient and should not be visible in the RITM which can be seen by many more people.

Do you have an idea how to avoid this?
Many thanks
Best regards
Eckhard
P.S.: I attach a few screenshots from my configuration

[OlaN]

Hi,

What you are showing in your images is the activity stream on the RITM, and in that you have configured to show which email that are sent/recieved as part of the RITM.

This is configurable, you can choose to remove the email-record-activity from the activity stream. Do note that it will affect all emails, not just these with some sensitive data.

You can configure the activity stream by clicking on the "funnel" icon on the right hand side of the stream (shown in your last image).

[Eckhard]

Hi,
thanks for your answer, but this is not what we want. I do not want to manually deactivate mails in all the RITMs that come up.
I want in general that for this workflow and all upcoming RITMs with this specific workflow - no mail is visible and also no user can configuere to see it.

[OlaN]

Then I would suggest that you don't connect the mail sent to the RITM record at all. It is visible in the RITM activity stream because you have connected it to that record.

I'm not sure if this is possible in your current configuration with an event that sends the email, I assume you have connected it to the RITM because you are using data from the record to send in the mail.
Using Flow Designer and the Send email action, you have a way to choose not to attach the email to the record, but still use data from the record in the email text.