Reply email in Activity Stream

miro2 · ‎06-23-2023

Hi,

When I send an email from HR Case, the email is stored in the Activity Stream. When a user replies to that email, will I see that reply in HR Case Activity Stream?
If not, what steps do I need to take to configure this. Is it something that can be easily done or I need to script this.

Peter Bodelier · ‎06-23-2023

If your inbound email actions where not customized, you should see replies in the activity auomatically.

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Peter Bodelier · ‎06-23-2023

If your inbound email actions where not customized, you should see replies in the activity auomatically.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

miro2 · ‎06-23-2023

okay, got it
But I want to test and confirm it first and show it to client. I cannot test it on PDI since ServiceNow disabled the sending option on personal email.

Is there any way to test it? Can I reply to this email directly from ServiceNow?

Peter Bodelier · ‎06-23-2023

I'm not completely sure, I don't work on PDIs very often.

You could possible create a new record in the sys_email table, with the watermark of the outgoing email. But this really does not completely simulate a real email.

I would really suggest that you show this on a subprod instance of your client, which can really show the behaviour.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.