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]

That’s how I would do it,  I honestly can’t tell you what the performance impact would be. Maybe refine the trigger or add conditions in to only fire the BR on the sys_email table when record is on the incident table 

[R_ana]

Sure Daniel.

Thanks for helping out. Let me try and see how it affects the performance or how long it takes.

Regards,

R'ana

[DanielCordick]

Happy to help, 

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

[DanielCordick]

Hey @R_ana 

If this has been resolved. Could you mark correct for other users facing the same issue?!

thanks 

[jmccann1st]

You can also create a many to one relationship like CSM for emails. It will show all emails that were sent out from that specific record. This will include when the client was opened, but never sent. This may give you a easier approach to seeing what happened instead of dumping it in the work notes.

Just create this relationship for the incident table and you will be able to see all emails for that record including client emails where an agent aborted the action.