Prevent Appending Email to the Activity Stream of a Closed Incident

[Ross Drew]

I am being asked to prevent an email reply from being appended to the activity stream of a closed (active = false) incident ticket. I have stopped the commenting when the incident is closed, but cannot figure out how to prevent the email from being appended to the close incident ticket. Has anyone done this? Would this create larger issues / technical debt?

[Naveen20]

You can add the filter condition to the inbound email action filtering out inactive incidents.
sysevent_in_email_action - Update Incident

[Ross Drew]

That only stops adding any comments or work notes. I did that and no work notes or comments are written, but the email is still showing in the activity stream. The requirement is to stop that as well.

[Naveen20]

@Ross Drew Can you remove email from this property and check
glide.ui.incident_activity.fields

[Ross Drew]

Would that remove emails totally? We want to prevent emails from appending to a ticket's activity stream only if the ticket has active = false. Otherwise, we want the email to be appended to the activity stream. If this is not possible, that's fine....just need to know that. I have not found a way to do this which is why I asked the community.