My organization uses the ability to send an email from a ticket rather extensively. (Screenshot below) However, this causes issues as the update in the email is not captured as a comment. So when clients receive automated email updates with the comment history, the user initiated emails do not appear in the comment history.
My question is: How can user initiated emails (see below) be captured as comments?
1 ACCEPTED SOLUTION
I'm not sure how you'll like this, but maybe you could create a BR on the sys_email table. Make sure to run the full code when the target's sys_class_name is the the intended table so it doesn't run fully on all emails. You would take the body of the email and wrap it like [code] <body> [/code] for the comments field.
Example:
var bodyForComment = '';
if(current.instance.sys_class_name == 'incident' && current.type == 'sent'){
bodyForComment += '[code]';
bodyForComment += current.body.toString();
bodyForComment += '[/code]';
var gr = new GlideRecord('incident');
gr.get(current.instance.toString());
gr.comments = bodyForComment;
gr.update();
}
