Hi All,
We are facing an issue with inbound emails creating Cases in ServiceNow.
When an email is received, a Case is created. For some Cases, the “Email received” entry is visible in the Activity Stream. For other Cases, the email is NOT visible in the Activity Stream. In some of the corresponding sys_email records, the Target field is empty. In other records, the Target is populated and the email appears correctly.
Expected Outcome
All received emails that create Cases should appear in the Activity Stream of the respective Case.
Additional info:
We are using custom Flows (Flow Designer) for inbound email processing.
Issue occurs in both Classic UI and Workspace.
Email type is “received”.
Some emails link correctly, some do not.
What could cause the Target field in sys_email to remain empty in certain scenarios?
When using Flow Designer for inbound email, is it mandatory to explicitly update the sys_email record with the Case sys_id?
Is there any OOB behavior difference between Inbound Email Actions and Flow-triggered processing that impacts Activity Stream visibility?
Any suggestions or best practices to ensure consistent Activity Stream updates would be greatly appreciated
