Sent/received emails not showing up in activity log.

[sid23]

Under the work notes and comment section, there is activity log for the case. And when i reassign the case to another group and another member the emails are not showing in the activity column or log. I have configured and included sent/receive emails in the filter but still not showing up. 

[sid23]

It is enabled and also when i checked the email logs the emails are in "send-ready" and when i changed it to "sent" i was able to see them in the activity log. Any reason why these emails are in "send-ready"

[Allen Andreas · Accepted solution]

Hi,

This explains those labels:

https://community.servicenow.com/community?id=community_question&sys_id=9191d36ddbdcdbc01dcaf3231f96...

[sid23]

Thanks Allen, it definitely explains why. And also i have a created a notification to be sent to the assignedto.manager when the reassignment count increases to 43 and when i was testing i checked the email logs and did find the notification but the state was not in "send-ready" or "sent" but it gave me some sys_id? Below is the screenshot.

[sid23]

*reassignment count increases to 3

[Allen Andreas]

That's for type, correct?

Can you right click on type and see if you see Configure > Choices and look at the options available there. Is the sys_id blue?

If it's blue, then that means that somehow something in defining that type to be the sys_id. You'd have to check your configuration for that.

If it's black, then that means it's hard programmed in to that type field and somehow is default to that.