the updated field date not change after sending an email from incident?

[Community Alums]

Hi all,

The updated field date is not change after sending an email from  incident .

it's difficult to see when the incident was actually last updated. See example below:

I created an incident  it shows a date/time in the activity log of 2023-12-05 09:18:06.

Then sent an email from within the incident and it shows in the activity log as being sent at 2023-12-05 09:18:17.

But in list view of the incident table the update filed is showing the update time as created time not an email sent time.

so, it's difficult to us to find when the incident is updated.

And one more question I am not able to see the email sent in activity log in my PDI the reason may be email type is send-ready . I have enable the properties also but still the activity log is not getting updated with email sent

can anyone help me on this.

thanks,

[SanjivMeher]

So the email sent is independent of incident. It doesnt make an update to the incident table. It just logs an activity in the history table which is linked to incident. 

You personal instance, email mayn't work unless it is sent out from you instance. But looks like Servicenow disabled email sending and receiving on PDI.

https://www.servicenow.com/community/now-platform-forum/in-personal-dev-instance-email-account-is-mi...

[-O-]

The e-mail sending is a completely separate process table update wise, so it is to be expected that the two dates do not match.

If you want to synchronize the two, you will need to create a Business Rule that updates table incident when the e-mail's Type (field) is updated to sent.

B.t.w. in order for generated mails to show up in the activity log those have to be updated so Type will be equal to sent.