Update RITM AND SCTASK Notes Log

[karna6]

Email correspondence is not documented in RITM or SCTASKs (note, when user responds via the email it is documented in RITM and not corresponding SCTASKs)
Expected Result: Email correspondence is documented in RITM or SCTASKs

Requirement:

Go to RITM

Go to more options (• • •) in header 

Select Email

Complete Email

Click Send

Email is documented in RITM AND All associated SCTASKs

[Weird]

Emails are associated to the record they were sent from / to. The activity log shows the related emails by looking for them in the sys_email_log table and checking the table and document_id fields.
So, to copy the whole email as an email to sc_task, you'd have to create an identical copy on the email table and that's a huge hassle.

It makes more sense to simply show some kind of work note about the email on the sc_task records.
For example in the inbound action for sc_req_item you could loop through the sc_tasks and update worknotes with email content.

For outbound messages you can add a BR on the sys_email_log table to copy the content on the related tasks.


OOB you can't show the email as email on other records without cloning it.

[Shailesh Kumar1]

Do you want the functionality that email which you have sent from the RITM (activity) should also be visible in all the related catalog task activity?

[karna6]

Yes. It should be visible in the SCTASK work notes