Show Email Details

[Mark94]

Hi, When I send an email to my ServiceNow instance, an OOTB function associates the email to the activities section of an open ticket and inserts a link to "Show email details". I want to understand what is creating that activity entry as I need to use it elsewhere.

I've examined the Inbound Email Action "Update Incident" but it's not that, at least, there's no way to customise the behavior there.

I'm wanting to understand the rule as I want to associate emails to tickets where the reference is in the body of the email and just from emails that the system recognised as being replies or forwards. I've built the rules and this works fine - I can match emails to tickets, and can update them, but I cant then get the "Show email details" to appear. The moment I build a custom rule to do this, the OOTB function stops.

Any idea where I can find this?

Thanks,

Mark.

[Paul Curwen · Accepted solution]

Hi Mark,

The 'show email details' link in the forms activity formatter gets it's information from table 'sys_history_line'. 

The 'sys_history_line' table stores the link to the associated record in the 'set' column which is a reference field. For email entries the 'type' field will be set to 'email'. 

For these, the sys_id value in the 'old' field is the direct link to the email record on the 'sys_email' table

Hope that helps. 

Regards

Paul

[Mark94]

Hi Paul,

That's great, thank you! That will certainly do for the time being.

Cheers,

Mark.