Emails are not shown in the activity log of cases

[karolisjon]

Hello, we have a custom case management application in our instance and I we cannot see email activities in the activity log. Sent/Received Emails is enabled in the Filter Activity

We can however see emails related to the case (both from email notification setup and also emails sent directly from the case) in the logs:

Does anyone have an idea what could be the reason for this? 

[Maik Skoddow · Accepted solution]

Hi

please see the following instructions: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0719147

Kind regards
Maik

[karolisjon]

Thanks Maik, turns out that glide.email.smtp.active property was disabled on the testing instance.