Ticket Conversations - Add Email sent to ticket conversation field.

[Christian Graab]

Hello.

I have a problem, where I'm trying to extend the functionality of the Ticket Conversations widget.  

I want to add emails to the view, like in the activites formatter on the form like the picture below.

I have found the data.stream = $sp.getStream(data.table, data.sys_id); in the server side code, looking into this it only returns additional comments.
Since this is in the GlideScriptable API I cannot edit this to return the data i want.  

Is there any way to get emails into the ticket ?

[Jace Benson]

I think you'd have to make your own function to get the email data.  I'd suggest opening a HI ticket on this but it's likely they'll tell you, this would be a new feature.

If you wanted to make your own function, you'd have to query the audit/sys_history/sys_history_line table and also then the sys_email table and then order them appropriately.

Another option would be to on send of the email, via a Business rule, write a comment to the record.  To not trigger another notification, you'd have to use the method .setWorkflow(false) when doing the update but, that would then let the $sp.getStream() method get back the payload you desire with the emails.

[JayGervais]

Hi Jace, 

I know this conversations is older. I was trying to achieve this based on the business rule method but when I use setWorkFlow(false) it prevents comments from being added, which I found out is because it requires other business rules to post to the sys_journal_entry table. Do you have any idea how I could get around this issue?

Cheers, 

Jay

[Jace Benson]

I'm not sure.  I'd probably suggest to just add comments to the ticket and rely on those if I had this requirement.  recently I was asked to add some other field and It's just too complex and not a problem worth solving.

[Chris P_]

I've posted an option for it here:

https://community.servicenow.com/community?id=community_question&sys_id=dc5603e1db1cdbc01dcaf3231f96...