Email in Record Notes

[BoHyun Jung]

I have two questions.

1. If I send an email to the Email button, will it be added to Record Notes?

2. Why is the Notification set in the Notification table added to the notes?

[Tushar]

Hi @BoHyun Jung 

1. If you send an email to the Email button associated with an sc_task record in ServiceNow, it should indeed be added to the Record Notes.

ServiceNow has functionality that captures communication related to a record, and emails sent via the Email button are typically included in this communication log.

2. Notifications set in the Notification table are sometimes added to the Record Notes because they may contain important information or updates related to the sc_task. ServiceNow is designed to capture significant events and communications to provide a comprehensive history of what has happened with a record. 

Also If you're experiencing specific issues with emails not being added to Record Notes as expected, it could be due to configuration settings or customizations within your instance.

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Regards,
Tushar

[BoHyun Jung]

If I send an email with the email button, it will not be added to the notes. Is there a way to add it?

[Harsimranjeet 1]

Hi @BoHyun Jung,

Got it from existing support docs,

The following steps will enable you to view the emails in the activity stream:

1) Ensure that the following property value has the right role added so the user with the role can view the email option (Show email details)

    glide.ui.activity.email_roles

2) The email sending property 'glide.email.smtp.active' should be set to true. Note, it does not matter even if you see emails being sent from Email logs (sys_email), the 'Show email details' will not show unless this property is enabled.

3) If you are testing on an OOB Instance, please set an email address, eg: employee email address just for testing purposes in the system property 'glide.email.test.user'.

4) Make sure the ‘emails-autogenerate’ and ‘emails-correspondence’ checkboxes are ticked on the Activity Stream filter.

I hope it will work. Please mark it as helpful.

Regards

Simran

[BoHyun Jung]

Mail set up in the Notification table is added to notes. However, mail generated through the email button of the Catalog Task is not added to the notes.

I want to add it to the notes when I send an email with the email button of the Catalog Task.