Compose Email - capture in record activities stream

[DClayton1]

Hi community,

When working an HR Case, some agents prefer using the Compose Email option (3 dots 'more options' menu in top of HR Case) as the rich HTML editor is better for composing detailed information and for attaching documents to send to the user.

I note that the sent email is not audited on the HR Case anywhere. I expected to see this in the activities stream, just as you would when using the Additional Comments field.

How can we automatically add the email sent to the case activities stream?

Thanks in advance

[Logan Poynter]

Hello,

Emails will show in activity stream when sent from the More Actions menu. Please make sure your activity stream has Sent/Received Emails selected

If so and they are not showing, verify that the user not showing emails has a role contained in Properties for Roles that can view email in the Activity formatter when including "Sent/Received Emails"

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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LinkedIn

[DClayton1]

Thank you Logan,

This is extremely helpful. I did check that the filter activity stream has the sent/received emails checked. Also the properties for user interface have the correct roles (itil,sn_hr_core.case_writer) so we would expect to see the emails on the HR Case.

I'm still at a loss, so may have to revert to a HI ticket. Appreciate your help.

[Susan Britt]

To add to what @Logan Poynter mentioned, you will have to add "Sent/Received Emails" to each COE table.

[DClayton1]

Thank you sbritt,

Forgive me, how are you adding "Sent/Received Emails" to the COE tables?