Email client mail to update Additional Comments

[Marcel H_]

Does anyone know if there is a good way to have mail sent from the internal email client update the Additional Comments field on a task instead of having it only update in the email stream in the activities log of the task? If at all possible groups that I'm working with would like to not see the email stream and only updates to the journal fields (they feel seeing both clutters the Activities section and makes it less usable).

[Allen Andreas]

Hi,

Seeing both? They would only see the email client sent message? Which if you click "view email" or something like that (I forget what it says exactly), it tells them the contents of that message? So it's like a 2 for 1, really.

It sounds like maybe they'd want a UI Action that pops up a window (UI page) that acts like an email client, fires a notification (like an email would), but then in the text field in that pop-up, that block writes to the comments section...which would also get emailed to the end user?

So..yeah...maybe that idea is a bust, but I guess I'm not fully understanding their complaint here.

Let us know more if you can.

Thanks!

[Marcel H_]

Let me see if I can clarify. Currently when an email is sent from the ServiceNow built in email client, the content of the message can be displayed in the Activity Formatter section, as long as the filter has Sent/Received Emails selected, otherwise they don't appear anywhere (e.g. outgoing message content is not added to Additional Comments or Work Notes).

The team I'm working with in this case may have many, many updates to any of the records they are working with via inbound email rules, but those rules also add the body in the incoming mail message to the Additional Comments field (per their request), so having the activities display Additional Comments and the Sent/Received Email is redundant and just ends up making the activities cluttered and less useful in their minds.

Also for notifications, some of the groups on the team will receive a notification from the system when a record has been updated (e.g. new comments added), but I don't see a way in notifications to trigger off of, or display the content of the outbound message so that team members can see what was recently updated (in this case an outbound message) on the record. Currently this is an easy enough trigger for when Additional Comments or Work Notes updates, and I can display those comments in an email notification template/message.

Thanks for any ideas on the best approach in this case.

[gautamsk]

Hello Marcel,

     Were you able to solve the issue, we also have a similar type of requirement ? 

Thanks

Gautam

[Ancia]

Hello Marcel,

Any update on this , we have a similar requirement.

Thanks,

Ancia