Activity stream - capture info from updated field.

[Matt25]

Hi,

On our incident form we have a custom section for email communications this has an 'email updated' field with default email info set out. when the email is sent it updates the activity stream with the template... which is correct.

my problem is, when the incident is initially created it populates the activity stream with the default email, which can cause confusion to the end user.

the email is sent using a ui_action.

how can I change it so the email will only show in the stream when I update it and send the email.

Thanks

Matt

[Brad Bowman]

When the email is sent, is the activity stream capturing the email activity, or is the 'email updated' field updated and it is showing that?

[Matt25]

Hi Brad, thanks for your reply,

its capturing the email updated field, so only when it is updated I want it to capture, not when the incident is created.

[Brad Bowman]

The issue is that the activity stream is showing field changes in this case of a field that is audited.  You are changing the value of the field twice, so that's why it appears twice.  It sounds like you could not audit or include this field and include email so that it shows the actual email activity that was sent, unless you are not using ServiceNow mail to send this.