How to capture Email in metrics

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Mani_Mk
Tera Contributor

4 weeks ago

I have a requirement to track email activity in metrics for the Case/Incident table, specifically:

  • Manual emails sent from a record
  • Inbound email replies with update markers

Additionally, I need to differentiate between:

  • Internal users (agents or system users)
  • External users (clients/customers via email or portal)

Is this functionality available out-of-the-box (OOTB), or does it require customization?



#metrics #metricdefinition #developer

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Siddhesh Jadhav
Kilo Sage

3 weeks ago

Hi @Mani_Mk ,

 

ServiceNow tracks emails in the sys_email table, but OOTB metrics only cover Case/Incident states (SLA, resolution time).

  • Outbound/Manual emails: Stored in sys_email with reference to the record.

  • Inbound replies: Also in sys_email; originator shows who sent it.

  • Internal vs External: Internal users exist in sys_user; external are outside your domain.

  • Metrics per record & user type: Requires customization via a Business Rule and optional custom table/fields.

Thanks, and regards,
Siddhesh Jadhav


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Siddhesh Jadhav
Kilo Sage

3 weeks ago

Hi @Mani_Mk ,

 

ServiceNow tracks emails in the sys_email table, but OOTB metrics only cover Case/Incident states (SLA, resolution time).

  • Outbound/Manual emails: Stored in sys_email with reference to the record.

  • Inbound replies: Also in sys_email; originator shows who sent it.

  • Internal vs External: Internal users exist in sys_user; external are outside your domain.

  • Metrics per record & user type: Requires customization via a Business Rule and optional custom table/fields.

Thanks, and regards,
Siddhesh Jadhav


Accept my answer if it solved your query.

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