How to hide specific Email from activity logs

[Meghant Rai]

I have a requirement where we are resetting the password of user via Orchestration and incorporated a notification activity within workflow which is sending the credentials to the user. However once the RITM is closed the password is visible in activity section of the RITM which is a Security breach. Can someone help me how to hide this email from activity logs of the RITM so that it should not be visible to anyone or the second approach not a single email should be visible for the RITM for this catalog item.

@Ankur Bawiskar : Your help would be highly appreciated.

[Anil Lande]

Hi,

You can write a after Business rule on sys_email table. Add proper condition so that this Business rule will only run for your email and target record is created for your catalog item.

The condition can be:

In Headers contains condition replace sys_id of your notification record. So that this BR will only execute when password notification is sent to user.

In Actions clear the target field:

Clearing target will remove sent/received email from activities of ticket.

Note: Make sure to add proper conditions in Business rule so that this will only work for your email notifications.

Thanks,

Anil Lande

[Meghant Rai]

Thank You Anil for your efforts, one last thing I would like to know that we are sending notification via notification activity in workflow, do we have any sys_id for that? If we do then how can we find that?

[Anil Lande]

Hi @Meghant Rai ,

If notification is triggered from workflow using notification activity then we don't get sys_id or any identifier. 

In that case Subject of email notification is the only key unique identifier. You have to use subject is <your subject> in your condition. 

Before going for this solution I would suggest you to refer solution suggested by Mark to use OOB configuration for Email restriction.

Thanks,

Anil Lande

[Mark Roethof]

Hi there,

Have you considered using out-of-the-box "Email Access Restriction"?

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/task/cont...

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Meghant Rai]

Hi Mark,

We are embedding the notification via workflow activity using this out of the box approach will only help us to get to the notification table