When an email is sent from Email client using [forward], [reply] and [reply all] UI actions on a ticket, The email does not appear into the activity log, Any suggestions to achieve this ?

arslan · ‎07-02-2018

Hi,

When an email is sent from Email client using [forward], [reply] and [reply all] UI actions on a ticket, The email does not appear into the activity log, But when we send email from using [Email icon] UI action on the ticket it shows email in the activity log.

I raised an enhancement on HI because, [forward], [reply] and [reply all] UI actions are included by the email_reply UI Macro under sent emails activity, and by design do NOT update the Activity Log when the buttons are used to send an email.

Any suggestions around this if anyone has implemented this?

Thanks,

arslan · ‎07-02-2018

So it a known problem that is intended to be solved in Madrid,

Here is a workaround you can use to get it working.

Please refer to the knowledge article: KB0684027 for details of the workaround:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0684027

steps

1. Download the attachment workaround-PRB1262450.xml

2 Import the attached UI Macro (workaround-PRB1262450.xml) to resolve the issue.

It works for me.

Thanks,

View solution in original post

Ct111 · ‎07-02-2018

There may be some kind of condition not getting fulfilled in case of [forward], [reply] when sent from Email client please check that once

Things to check

1) The Inbound Actions that whether the subject has been changed by the client for these Incdients.

2) Under System Properties ---> Email ---> Check Inbound Email Configuration section that any setting has been disturbed.

PLEASE mark my ANSWER as CORRECT if it served your purpose.

Matthew Smith · ‎07-02-2018

Hi,

I am having the same issue. I have found when I use either the [Reply], [Reply All] or [Forward] email templates, the URL that is constructed is missing the sys_id and that is what prevents it from being associated to the record.

This is an example [Reply] URL:

If I copy the sys_id highlighted Red and insert it where the arrow points, the email is then correctly associated to the right Target and appears in the Activity.

Does anyone have any idea how we can change how the URL is constructed?

Thanks

Matt

arslan · ‎07-02-2018

Mat, Thanks for replying. I tried your suggestion sys and it works for me. I guess we need to locate how URL is been generated from [Email Icon] UI action on the form.

Thanks,
Arslan

arslan · ‎07-02-2018

HelloMatt,

Please refer to my latest comment, The workaround works for me.

Thank you