question Automating the Download of Email Threads from ServiceNow Tickets in Community Central forum

Automating the Download of Email Threads from ServiceNow Tickets

will_aponte — Wed, 26 Mar 2025 19:59:32 GMT

Hi everyone,

I'm looking to automate the process of downloading email threads from ServiceNow tickets. I know there are several ways to approach this, such as using scheduled jobs, REST APIs, business rules, or integrating with external tools like Microsoft Power Automate or Zapier.

Could anyone provide detailed guidance or examples on how to set up such an automation? Specifically, I'm interested in:

Creating a scheduled job to extract email threads.
Using REST APIs to programmatically access and save email threads.
Setting up business rules to trigger email extraction.
Integrating with external tools for automation.
Adding a "download button" to the "activity" or "work notes" section.

Any help or insights would be greatly appreciated!

Thanks in advance!

Re: Automating the Download of Email Threads from ServiceNow Tickets

Shivalika — Wed, 26 Mar 2025 22:03:26 GMT

Hello @will_aponte

What are email threads ? Are they attachment ? Or do you mean the journal entries in records ? Or sys_email table records for a particular record ?

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.

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Shivalika

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Re: Automating the Download of Email Threads from ServiceNow Tickets

will_aponte — Thu, 27 Mar 2025 14:22:12 GMT

The journal entries, I guess. We call it "work notes" in our tickets/records.

Re: Automating the Download of Email Threads from ServiceNow Tickets

Shivalika — Thu, 27 Mar 2025 14:45:18 GMT

Hello @will_aponte

Ohhhk in that case did try reporting ? The work notes field can be easily extracted in the form of excel sheet or PDF and mailed to people.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

Re: Automating the Download of Email Threads from ServiceNow Tickets

will_aponte — Thu, 27 Mar 2025 15:23:32 GMT

Re: Automating the Download of Email Threads from ServiceNow Tickets

Shivalika — Thu, 27 Mar 2025 15:33:23 GMT

Hello @will_aponte

These are not working notes or journal entries, these are field updates. And you can go to sys_history_line table to get this updates. But it's not recommended to create reporting on this table.

But yes if you want one time update for any record you can pull the excel sheet from sys_history_line table.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

Re: Automating the Download of Email Threads from ServiceNow Tickets

Shivalika — Fri, 28 Mar 2025 20:06:29 GMT

Hello @will_aponte

Please confirm if you checked my answer. Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for my efforts and also it can move from unsolved bucket to solved bucket.

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeE

Re: Automating the Download of Email Threads from ServiceNow Tickets

Shivalika — Mon, 31 Mar 2025 21:14:46 GMT

Hello @will_aponte

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeE