Hi,
We have CSM activated and the majority of our communication runs through CSM cases, but we have a few monitoring systems that currently are integrated via email, i.e. an incident opens if a customer's CheckMK monitoring system sends an email to the designated inbound address.
We're now facing the problem (or rather, annoyance) that incoming emails are not listed in the activity stream of incidents, even though I have added the "Associate Record to Email" action in my inbound email flow. The email record displays the correct target (the incident in question), but on the incident, I have no way of seeing the actual email.
This is especially important since we set this up in a way that multiple inbound emails for the same problem will be consolidated into the same incident. If it was only one email opening up one incident, I could live with just pasting the email body to the description field, but since multiple emails might be attached to this one incident, I'd just like to see the received emails in the activity stream.
But this doesn't happen. Sent emails are shown in activity stream, received emails aren't. So far, I have checked the sys_properties glide.ui.incident_activity.fields and glide.ui.activity.email_roles, but that's all looking normal. glide.ui.activity.email_roles includes the itil role, which is fine, and glide.ui.incident_activity.fields includes *Email*. In the activity stream filter, the option "Sent/Received Emails" is also checked.
Does anyone have any further help or tips for me? Could this be related to us using CSM, since ServiceNow expects all communication to run through cases?
Thanks in advance,
Max
