Target empty / email not shown in activity log when sent using Reply/Reply all/Forward buttons

emaasalmi · ‎08-06-2018

I noticed that the emails sent (outbound) using the Reply/Reply all/Forward buttons found in the activity log of a ticket are not shown in the activity log. This is probably because the Target field of the email in the email log is empty. If an email is sent using the Email Client (under three dots on the upper right corner) is used, the emails are shown correctly in the activity log and the Target matches with the id of the ticket the email was sent from.

This is quite confusing as the users can't see if the email was actually sent or not, nor can they see the previous conversations.

Has aynone else experienced this? To me this seems like a bug.

emaasalmi · ‎08-06-2018

They can be enabled by creating a system property glide.ui16.emailStreamResponseActions (in UI16). Once enabled, these buttons appear:

Anyhow, googling with "glide.ui16.emailStreamResponseActions" got me to this Known Error article I wasn't able to find earlier. So it is indeed a bug:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0684027

Also just found another community thread about the same issue with a link to the fix. Weird I wasn't able to find these earlier:

https://community.servicenow.com/community?id=community_question&sys_id=18dd47e1db4f17845129a851ca96...

View solution in original post

Gurpreet07 · ‎08-06-2018

Try to create a separate email client template for related table.

lagravere · ‎08-06-2018

hi emaasalmi

If you mean 'sys_audit' as activity log, it's true but I don't think it's a bug.

If you want to have the mail entry in activity log, you just have to put the concerned id in fields 'instance' and 'target_table' of sys_email table.