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]

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 · Accepted solution]

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,

[Matthew Smith]

Thanks Arslan, that works for me too!

[Vinh Tuong]

Hi Arslan,

I think you should mark it as resolved so that everybody can follow up. My appreciation for your post because I also am experiencing the same issue.

[arslan]

It's done Mario 🙂

Thanks, 
Arslan