Work Notes with Email client

[R_ana]

Hi All,

I need to add work notes to the Incident when someone clicks on "Email" option available on the Incident table at the top. I understand its not a standard UI action , but actually an attribute configured on the table to enable/disable email client option. Hence not able to add logic straightaway to add work notes. 

Any suggestions would be much appreciated. 

Regards,

R'ana

[DanielCordick]

Create a mail script using current and do a simple update to the record when an email is sent. 

current.work_notes = “EMAIL SENT”

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response helped in any way 

[R_ana]

Hi Daniel,

Thanks for the revert, but could you please elaborate.

How will I identify that email is triggered from the email client and not just a standard notification which can then call the email script?

Regards,

R'ana

[DanielCordick · Accepted solution]

Here’s a KB from serviceNow on this. I’m sure you could glideRecord to the table and then update the info 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0745172

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response helped in any way 

[jmccann1st]

I know this isn't the ask, but I think it may solve your issue without needing to dump the data in the work notes.

I would use the email related list functionality from CSM.

Just create a new relationship for incident following the example for CSM below.

What you will get:

This will give you probably what you are looking for using work notes with less effort and customization. It is also easier to see what happened with all the details easily accessible for the agents/auditors/managers.

[R_ana]

Hi Daniel,

So, I need a BR on sys_email table on insert  and check the header. If header contains "EmailClient" then GlideRecord to Incident to update worknotes.

Please correct me if my understanding is incorrect.

However, sys_email will have large volume of data. will such a BR not impact performance?

Thanks,

R'ana