sys_updated_on field in email notification not working properly

[Community Alums]

Hi All,

I have an issue that, when an email is sent using Notification, the 'sys_updated_on' field is not updated with the date/time of the update. The activity in incident is updated with the correct date/time, but this is not reflected in 'sys_updated_on' - i.e. the Updated field.

When updating incident using Additional comments or just updating Work notes, the 'sys_updated_on' captures all these updates correctly. They're reflected in both Activity and 'Updated' field. expect the email sent from notification

[Maik Skoddow]

Hi @Community Alums 

to my mind it works as designed as the email is an individual object not related to an incident and therefore has its individual update date.

Maik

[Tai Vu]

Hi @Community Alums 

The "Email Sent" activity and the "Field Changes" activity are distinct in terms of their displayed date time information.

The "Field Changes" activity showcases the date time based on the updated time, reflecting alterations made to the record (your case is Incident). Conversely, the "Email Sent" activity reveals the created date time of the Email record in the Email [sys_email] table, particularly when the Email record transitions to Type as Sent.

Cheers,

Tai Vu