I want to modify the contents of the Activity log in the Incident form

[jammer]

I know my question has been asked before by at least one other person, but without resolution as far as i can tell.  So.. I wanted to ask the question again.

When an Incident is submitted with a caller value, the system will send the 'Incident opened for me' notification.

When a user replies to the 'Incident opened for me' notification, it is consumed by the OOB Inbound Action named Update Incident (BP).

This inbound action results in 2 entries being added to the Incident activity log.  One is an Additional Comment entry and the other is a Email Sent/Received entry.

Both entries essentially have the same content, so we consider 2 entries extraneous clutter.

I would like to hear ideas on how to NOT display the Additional Comment entry in the Activity section.  I understand that Additional Comments can be hidden on the form if the user unchecks the Additional Comments box, but this hides all Additional comments and we don't want that.  I only want to hide the Additional comment that results when the user replies to the 'Incident opened for me' notification.

[Erik Stolberg]

Short answer: there isn't a way to only exclude those responses from just the activity stream. The "sys_journal_field" table where comments are stored doesn't differentiate how comments were added to the record.

If you wanted to modify the inbound email action, you could remove the line:

current.comments = email.body_text;

That would prevent any email comments from getting added to the record, which in turn would prevent them from showing up in the activity stream. However, I would strongly suggest against this as only users with roles defined in the system property "glide.ui.activity.email_roles" can view the email entries in the activity stream, meaning most end users would not see any activity on the incident record.

As the email records are by default minimized, it seems like you're splitting hairs on this topic. If anything, I would remove the emails from the activity stream.

[jammer]

Thanks for the reply.  Just to be clear, when you suggest removing the emails from the activity stream, you're suggesting that we can uncheck the 'Sent/Received Emails' box on the Incident form?

[Erik Stolberg]

Correct, but that only applies to the logged in users view. If you want to remove the emails from everyone's activity stream (and completely remove the checkbox in your screenshot), then you can remove "*Email*" from the system property "glide.ui.incident_activity.fields".

[jammer]

Ok.  thanks again for your help.