Viewing emails sent from a case using "compose email" feature

RosemaryHealy
Tera Contributor

‎04-04-2024 02:03 PM

Hello,

Is there a quick way to review the emails that have been sent from the "compose email" feature in the HRSD agent workspace?  The emails sent do not show up in the activity stream with a list of who the email was sent to.  I can have the agent search the "email draft" field from the the "All" menu - but the body of the email is full of code and is not a clean record of the emails sent from the Agent Workspace.  The agent also did not (or does not want to have to) add themselves as a "cc".  Having a record of emails sent is necessary for Employee Relations cases.   Any suggestions?

See attached for how the body of the email looks when it is looked up through the "email draft" menu on the Agent Workspace.

 

Thank you,

 

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amrithaanayak
ServiceNow Employee
ServiceNow Employee

‎05-08-2024 02:35 PM

Hello @RosemaryHealy , There would be a preview email related link right below in the screenshot where you can look at the email body instead of seeing the tags. I donot believe today we record the email as part of the activity stream. I would recommend youplace an enhancement request in idea portal for this.

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