Email Client - post contents of sent email to work notes?

[MG Casey]

After sending an email using the Email Client on a task record, the "Email Client" pop-up just disappears and the user doesn't get any visual confirmation that it worked.

How would I refresh the incident screen after an email or sent, or maybe post that sent email's content to the Work Notes of the incident (as the actual email will take a few minutes to appear in the Activity section).

[Sam Phillippi]

I am experiencing the same issue, though I need it for tracking the information requested and the responses within the record for audit reasons. Has anyone found a solution to this ?

[felladin]

Hello,

I hope you find a solution to this. All I can see is a Business Rule on sys_email that checks for "email client" and "send-ready", when found, it looks up the related ticket and adds the body to work_notes.

The reason I look for send-ready is because if you open the client, but don't press "Send", it will create an email that has type send-ignored.

With regards
Anton Vettefyr

[MG Casey]

When you say checks for "email client", is that an actual field on the Email table? I'm not seeing any field like that out of the box.

What I ended up doing was creating a AJAX script that after clicking the Email Client button, it checks every 10 seconds for a sent email. If one is found, it then brings up a prompt for the user to import that email into their work notes. It's not the most elegant solution, but it works so far.

[felladin]

Hello,

sys_email record from Email Client contains:

type = send-ready //First type, and will be immediate from clicking SEND
headers CONTAINS 'X-ServiceNow-Source: EmailClient' //Means it was created with EmailClient
                       (Non Client will contain ...Source: Notification-sysid of notification.)
instance = sys_id of record it was created from. //Label is Target

Combine this with your AJAX and it should be a lot faster as well as only finding relevant record (with instance check).

With regards
Anton