Sent/Recieved Emails in Ticket Conversations widget

[Simon Christens]

Hi Community

Is there anyone in here who have tried to incorporate the "Sent/Recieved Emails" functionality into the Ticket Conversations widget?

The obvious upside for this is that if you do not copy email content into comments its still possible for the end user to see mails back and forth.

Regards

Simon

[Simon Christens]

Isnt there anyone who have any inputs for this ?

[flemming1]

I'm looking for this as well.      

[Simon Christens]

Hi Community

This is from HI

I have checked the Widget 'Ticket Conversation' and I can confirm that it is not possible to incorporate "Sent/Received Emails" functionality into the widget. The reason is that in line 58 in the Server Script it use the OOB directive that is not accessible/customizable "$sp.getStream(data.table, data.sys_id);" which does not return any information about Sent/Received Emails but just for Journal Fields.

So it needs to be made all custom.

I can say that in Istanbul and forward the Conversation widget also shows other Journal field entries than comments and work_notes

In Helsinki the widget do not show 2. Journal fields but you can export the widget from an Istanbul instance directly into a Helsinki instance and then in the form widget call the custom Conversation widget.

Now a custom Journal field can be added to a table where email body (in- or outbound) content can be copied to this custom Journal field.

The field can be hidden on the backend activity while shown in the Service portal.

[david_hreben]

Hello Simon,

I tried what you suggested but I still see only 2 fields showing on the Journal. Comparing both widgets "Ticket Conversations", I have found that they are similar. I am trying to show more activity changes on such widget instead of comments. Would you know another way? Thanks!