Activity Stream @Mention Email notification should be visible in activity stream of CR/RITM/SCTASK

[Damayanti Sarod]

I have a requirement wherein I need OOB  Activity Stream @Mention Email notification to be visible under activity stream of CR/RITM/SCTASK. While I am mentioning anyone in CHG/RITM/SCTASK .I am able to recieve mail in inbox and email logs, but it is not getting reflected in activity stream of the respective CHG/RITM/SCTASK record.

Any suggestions?

[SourabhAkiwate]

Hello @Damayanti Sarod , Good Day!!!

Please check the below options:

1. Check Activity Stream Filters
Click the Filter icon (funnel) next to the Activity Stream.
Look for checkboxes like "Email - autogenerated" and "Email - correspondence" (older versions might say "Sent/Received Emails").
Select these checkboxes.
If fields are missing, click "Configure available fields," drag them to the "Selected" list, and save.

2. Verify User Roles & Permissions
Ensure the user has the necessary roles (e.g., itil) to view emails.
Check System Properties > UI Properties for glide.ui.activity.email_roles to see which roles are allowed to view emails.

3. Check Email Status & Data
sys_email table: Go to the sys_email table and find the emails related to the record; check their Type (should be 'sent') and ensure they exist.
Archived Emails: If old emails are missing, they might be archived; check archiving rules or unarchive them from ar_sys_email.
User Date Fields: In rare cases, incorrect dates in the sys_user table (especially custom fields) can affect display; check and correct them.

Please "Mark as Helpfull" if my answer solved your issue.

Thank you!!!