The email client is not updating 'sys_updated_on' field

[Pelo Ntwampe]

Hi,

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

When updating using Additional comments or just updating Work notes for someone on the Work notes list, the 'sys_updated_on' captures all these updates correctly. They're reflected in both Activity and 'Updated' field.

Any ideas?

Thank you.

NB: I tested this with Incident, Change and Problem.

[Pelo Ntwampe]

Hi Jack,

The business rule that Anthony provided works.

Thank you, Anthony.

Regards,

Pelo

[aessling · Accepted solution]

Though I could not get the above business rule to work I was able to combine it with another business rule that I found and got it to work.

Table: Email [sys_email]

When = After

Insert and Update Checked

Condition:

current.type == 'sent' && current.headers.indexOf('X-ServiceNow-Source: EmailClient') > -1

Script:

function onAfter(current, previous) {

    //This function will be automatically called when this rule is processed.

var record = new GlideRecord(current.target_table);

//Grab the email message that matches the record

record.addQuery('sys_id', current.instance);

record.query();

if (record.next()) {

record.sys_updated_on = gs.getNowDateTime();

  record.update();

  }

}

[Pelo Ntwampe]

Hi Anthony,

Thank you for this - works perfectly.

Regards,

Pelo

[marskh111]

This doesn't seem to be working for me? Is all that needed to be done create that single business rule? Am i missing anything else?

[aessling]

Yes, this was all I had to do. Make sure Insert and Update are checked.