How do I get an outbound notification into the work_notes field?

[chr_kluge]

Hi everybody

I have a custom notification for contatctin a third party. I want to get the whole Email into the work_notes.

Like it is if I send an email via the quick message icon in the form header.

But there seems to be no outbound email action. So how can I acomplih this?

Thanks for your help!

Christina

[Jamie_douglas]

Hi,

Are you asking that when you use the quick message icon to send an email you want it to be recorded in the job notes?

Is this so that you have a record of the email being sent?

I'm not sure about developing a solution for that but one thing you can look at is adding an Activity Formatter. By adding "activities (filtered)" you will have any inbound or outbound emails in HTML format view able from an incident or request. Take a look at this link on the wiki Activity Formatter - ServiceNow Wiki.

If this is not what you are after can you elaborate a bit further on your requirements?

[chr_kluge]

Hi Jamie

I'm on the incident detail view. If the itil user selects the following and saves the form:

1. state = awaiting
2. u_awaiting_for = thrid party
3. partner = [some company]

A business rule will fire an event which will create the notification for the thrid party with some details from the incident.

The notification that is send should be added to the work_notes.

However if I use Quick message to send an email it is added to the comments field.

So I'll triy the activity formatter and let you know if it worked.

Thanks in advance for your reply

Christina

[chr_kluge]

The acitvity formatter is not what I'm looking for.

I really want to include it into the work_notes.

[Jamie_douglas · Accepted solution]

OK, in my instance when I use the Quick message to send an email I do not have the email copied to either comments or work_notes.. so this must be a custom development in your environment..

One way to do it could be to create a business rule on the sys_email table that only triggers when the recipient contains your third party email address. When a match is found you could copy the body of the sys_email to the target.work_notes of the incident/request.

How are you with writing business rules?

The only thing with this solution is it could add unnecessary processing to your sys_email table!

An alternative solution could be to add a mail script to the notification.. the mail script can then copy the message to the tasks work_notes.

I would write something up in a demo instance but I am pretty poor on time at the moment. Let me know if you want me to help write this and I will try and find some time, otherwise someone else may be able to knock this up for you quickly!