Formatting how email appears in activity feed

[Community Alums]

Hey all, have another one I am stuck on..

Currently when an inbound email is received, it appears as 2 activities. (Screenshots below)

#1…it is added as Email Received and you have ability to Open/Hide email details
#2...   Several entries, non-collapsible, very messy, separates logos etc. that are in the email

I need to make it so only #1 above is true where It shows up in the activity feed but you can expand/hide the emails if you need to instead of having a bunch of clutter.

I was looking in to the Activity Formatter but it doesn't look like I am looking in the right spot to fix this issue.

[sachin_namjoshi]

Hi,

You can control this with system property.

Configure the email property for activity formatter

Regards,

Sachin

[Community Alums]

Sachin,

The ability to see the emails is already there. The issue is that when the system gets an email it is posting it to the activity feed twice.

Once in a show/hide expandable/collapsible format

Second time is usually 2 entries to the activity feed - the email body and then the system is breaking signatures and any logos or graphics in to separate entries.

I need to configure it so that just the show/hide option is posted to the activity feed.

[Tim Owen]

Hello Kris,

        I had a similar problem with a new scoped application. I am not sure what fixed it for sure, but here are a couple of things I did change in reference.

• Add Sent/Received Emails to the activity formatter as mentioned above
• Added table role to the Email UI property Configure the email property for activity formatter

I did not notice a change in the way it acted until new emails were sent to ServiceNow and processed.

[Community Alums]

Tim,

Thanks for the tips. I checked the activity formatter again and it looks good. I checked the roles and there is no table role for me to add to the Email UI property to try that unfortunately.