Copy Email Correspondence from Approval Request to RITM

[Tim Saunders]

I'm trying to find a way to copy contents from an inbound email to a RITM; the catch is that the email is a response from an Approval Request and according to KB0824389, this fails on purpose. 

Although the approval/rejection process does fail (as it should) the email is still received and the contents saved as "Email - Correspondence" attached to the Approval record. If the email body was saved as Comments or Work Notes I could use a Business Rule to copy that to the RITM but I have been unable to find "Email - Correspondence" anywhere; my assumption that it would be in the Journal Entry table was apparently wrong and all the other tables I've looked at so far give me nothing.

Any ideas?

[Brian Lancaster]

The email body is saved to the comments of the approval. So you should be able to use a business rule to copy the comments. The main problem is that when most people respond via email they don't put anything so all you would get is something like this.

reply from: [users email]

Ref:MSG1810592_prr6hdoIhdya4egsqbYj

[Tim Saunders]

That's exactly the problem; the contents of the email are not saved as Comments. They are saved as "Email - Correspondence" and I can't find that data anywhere, although it's obviously in the system because it appears in the Approval Record's Activities stream.

[Brian Lancaster]

Check your inbound action. If anything is put in the body of the email it should show in the comments as well. Email correspondence is just looking at the email logs. There are 2 things that happens.

1. most likely nothing is put int he body of the email.

2. when servicenow process the email is remove everything form the original email and only uses the body of the new part of the email.

this is typically what is in the comments looks like because user to not type anything.