Now Assist Email Activities are not Displayed

[HisakoK]

I tried to test the email recommendation skill and I confirm that I can "send" emails but even though I sent me the emails I cannot reply to them. 

The workspace, CSM/FSM Configurable Workspace, has a tab to show the email activities but the "Activity" section does not display these activities. 

Also, even though I sent me email from other users the page does not provide me the reply option.

Based on the product documentation, I expected the skill allows users to select "reply" and "forward" options as well however, as of now, I only can do here is sending emails. 

Email recommendation skill 

You can generate email response recommendations in New, Forward, and Reply scenarios. The email recommendation skill displays a pop-up window that an agent can use to generate a reply recommendation or compose a new email or complete a draft. 

(My workspace does not provide "pop-up" windows)

Could you confirm whether do I need to configure anything to activate these options including displaying the email activities? 

Thank you in advance.

Best Regards,

Koyama

[Dr Atul G- LNG]

Keep  us posted.

[HisakoK]

Dear @Dr Atul G- LNG 

I had a Zoom session with a support member, but nothing was solved.

He just asked me to create two new cases:

1. email activities are not reflected on the corresponding area of the screen
→ The email tab says there are 7 email activities, but the 'Activity' area shows only 1 email activity.

2. The screen does not display module when users select "reply", "forward" or "compose email" options. 

We already shared these issues separately and now, I am waiting for the 2nd session with the support member. 

Best Regards,

Koyama

[Dr Atul G- LNG]

Thanks @HisakoK  for update. 

[HisakoK]

Dear @Dr Atul G- LNG 
I've received the solutions but my issues haven't been solved yet, unfortunately. 
1)Activity not reflected in the Activity section
Most Probable Cause:
Email does not appear as an activity until it is sent to the receiver.
Means that only email which has been sent out will show on activity stream.
Activity stream will not show un-sent email.
→ I could confirm them but there is a new issue 

I sent me the message via the user, Christen Mitchell and I could successfully send the activity only one time even though the combination of a recipient and a sender. 

Solution Proposed:
To answer your question, the email which is sent to the receiver will show on activities steam.
The other emails that listed on the case are in 'send-ready' state. Which mean that the email being in queue to be processed by the email sender scheduled job.

Useful links:
https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/form-adminis...

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https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0521382

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https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/time/referen...

Well, I tried two steps:

Double click the name in the “To” area but nothing happen:

I also tried the 2nd option highlighted area:

I could confirm only my personal email address works here as a “valid recipient” and when I entered System Admin and Christen Mitchell’s email address

the system cannot successfully complete the activities.

Now I am trying to confirm the following two points: 

• Sample email addresses can send emails but cannot receive emails (Or does it their default behaviour?)
• Draft Email is automatically generated when users sent email even after “Send all email to this test email address (non-production testing)” is clear/removed.
  

2) Now Assist for CSM displays email activity differently than the official version.
The proposed solutions:
The compose email popup appears when you click 'Compose email' from a Case record.
However, when clicking 'Compose email' from an Incident record, it opens the compose email in a new tab.
This is the expected behaviour from OOB.
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So, I could confirm that even though the official YouTube channel's videos and Now Learning courses use "modal screens" to compose new emails/reply emails this behaviour is customized UI. (disappointed...). 

Now I am waiting for the next session to confirm my new issues. 

[Dr Atul G- LNG]

Thanks mate for update.