@Mention emails not captured in Activity logs

Priyanka56 · ‎11-10-2022

Hi,

The OOB email notification - Activity Stream @Mention Email which runs in live_notification table triggers email but it is not captured in the relevant Target record activity log. I think it works as OOB since the notification runs on live_notification table. Does anyone has any idea on how can we get this added in the activity log ?

Thank you in advance!

Anil Lande · ‎11-10-2022

If you want these emails to reflect in your task records then you can create on after insert BR and copy the sys_email record by changing target field value.

Check below link for the script:

https://www.servicenow.com/community/developer-forum/how-to-copy-sent-received-emails-from-incident-...

NOTE: It is not advised to customize functionality of system table like sys_email and it is system table and the data flow is quite high.

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande

View solution in original post

Yousaf · ‎11-10-2022

HI Priyanka,
Please follow these instructions
How to configure and display 'Sent/Received Email' in the activity stream/log

Mark Correct and Helpful if it helps.

***Mark Correct or Helpful if it helps.***

Priyanka56 · ‎11-10-2022

Hi Yousaf,

Thanks for the response. The 'Sent/Received email' in the activity is enabled and all other notifications are recorded in the log except the @mention emails. Do you have any insight about this specific notification ?

Yousaf · ‎11-10-2022

Priyanka please check the answer from sandeep here
Show the mention user email log in activity stream on record

***Mark Correct or Helpful if it helps.***

Anil Lande · ‎11-10-2022

Hi,

Yes, this is as per OOB setup. Mention email will not appear on the task records (incident, problem, etc).

As this notifications are triggered when the record is inserted into the live_notification table.

Check below support document to understand how it work.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0786266

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande