Emails visible in activity log

[it_ninja13]

Hello everyone,

I m pretty new in this scripting world so take it easy 🙂 
I need to find a way to log emails (internal and external) that are being sent from/to ServiceNow in the request activity log. 
I found some posts from like 3-4 years ago but I couldn't make it work

thank you 

[Michael Jones -]

I assume you are using an inbound e-mail action to process the ones that are inbound?

You can use the update incident action as a guide: 

Basically you'd need to add a line like this in your inbound action

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

For the e-mails that are being sent out of ServiceNow, are you doing so via notification, or is this being done manually? Typically notifications are logged by default...

If this was helpful or correct, please be kind and remember to click appropriately!

Michael Jones - Proud member of the CloudPires team!

[Allen Andreas · Accepted solution]

Hi,

Not 100% sure what you mean as they are already logged in the activity log...

Perhaps you don't have them set to show?

But if you go here in a record for example:

You'd pick the field(s) you want to show in the log. If it doesn't appear initially, then click that "Configure available fields" and slide the "Sent/Received Emails" selection to the right column and save.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Michael Jones -]

Oh, and if you don't see system generated e-mails in the activity, you may just need to configure the activity formatter. Click on the little filter icon next to activities and make sure sent/received emails is checked.

[it_ninja13]

Hello everyone 

thank you for your replies!

i went through my requests and althouth the "Sent/Received emails" is sleected and emails are being sent, i dont see anything in the activity except the emails that the ticket was created etc
i dont see for example the emails for reminder approval 
is there something else i need to do for those?

thank you