Is it possible to view emails sent from the Major Incident Management workbench?

[Mark Prior]

When sending comms using the Major Incident Management workbench, is it possible to view on ServiceNow the email communication that has just been sent? 

[Brian Bouchard]

Hi Mark - I opened a case on HI with this same question. It is possible, but you don't see it in a pre-production environment if you aren't actually sending the emails.  Once you're in an environment where emails are actually being sent from the environment, you can see it by going to to the Communications tab in the Major Incident Workbench, and clicking on the 3 stacked dots to the right of the communication task and select "View Activity"

You should see the emails sent in the activity list.   If you don't check the activity filter to ensure "Sent/Received Emails" is an option and is checked.

I just verified this in our environment it appears to be working out of the box.

[Mark Prior]

Hi Brian - I took your advice and followed the steps. All configuration is turned on and I can see updates on the ticket itself i.e. additional comments which have been sent to the customer as an email but I cannot see the emails that were sent as part of the communication plan i.e. initial comms, update comms, resolution comms.

[Brian Bouchard]

hi Mark - Just to be clear, is the record in the email log type of "sent?"  If it is listed as "send-ready" it won't show in the activity filter on the ICT* task.

[Mark Prior]

Hi Brian - yes it is in the email log type of sent. One thing to note, when we create the email we paste a template into the body field and fill that in before sending. Not sure that would make any difference though?

[Brian Bouchard]

It sounds like you have it set up correctly, and you should be able to see those messages. Unfortunately, without digging into your configuration, it's going to be hard to troubleshoot/verify this here. Since we know it should be working, I would suggest opening a HI ticket so someone in support can review and point you in the right direction.