Received email is not showing in activity log.

[Swetha Guligari]

Hi All,

Received email is not showing in activity log. When i am sending reply email for closed HR Case a new ticket is getting created as per inbound action but received email is not showing in activity log.

Any help would be appreciated.

[Bhagya Lakshmi]

Hello,

Please check this

Did you configure that field? If not you can configure by clicking on configure available fields and configure.

[Naveen Velagapu]

Does it get attached to the required ticket email log ? Go to email logs and check if the target is the ticket that you are expecting. If it is proper then configure fields in activity else you need to review the inbound action that is acting...

[Joseph Gabriel]

In this is happening for some users, but not for admins, there is a system property, glide.ui.activity.email_roles, that specifies the Roles that can view emails in the Activity formatter when including "Sent/Received Emails".

https://docs.servicenow.com/bundle/helsinki-platform-administration/page/administer/form-administrat...

[Jesper Slot]

Hi Joseph, thanks for this tip.

This helped me and just wanted to give some feedback in case others stumble across this. Looks like CMS is messing with this sys property when activated.

KR
Jesper