Copy an email sent from another tickets notification, with flow designer

Travis Michigan
Mega Sage

Can anyone help me find information related to or examples I may be able to look at to figure out how to copy a previously sent notification to another ticket within flow designer?

 

I have a flow that is locating another ticket (request) and would like to be able to use flow designer to attach a copy of any emails sent from that other tickets notifications to ticket the flow is updating.  However I'm unsure how other than it was suggested this would need to be done as a script.

2 REPLIES 2

Tony Chatfield1
Kilo Patron

Hi, OOB sys_email records are associated with the related task via the sys_email 'Target' field and there is no way to relate an email to multiple tasks.
I would not consider creating 'copies' of the sys_email records and associating them with a different task as a viable alternative as this will result in sys_email records that were not actually 'sent' and so impacts the integrity of the solution for recording\tracking emails that are sent, which at the least is likely to cause user confusion.

Can you clarify the business drivers behind this requirement?
Why does the business need to see sent emails from tasks\records that are not directly related to the record that triggered the email, and what value does it provide?

One possible option would be a work_note entry containing details of the sent message and it's triggering task.

For the most part, they just need to see all the information that was included in the prior order guide's items that could be potentially related to their task and it is included in the prior email sent from the other request.  If I can link that email or copy it to the activity log of the current ticket, or include all the information from it as a work note, that would suffice.  But the email itself displays well and I thought would be easier to take in visually if I can include it.