How to add outbound email in RITM activity line

[AdamUMC]

Hi there,

Anyone any idea how I can add outbound mail in the RITM activity line?
I was thinking about something like this;

It's no Additional Comment nor a Work Note, it's someone inbetween. I can add the sent mail within an Work Note, but unfortunately the emailbody can only be added with unnecessary HTML code, which makes it uselless to do so. For example;

Is there any better option available?

Thanks and best regards!

[Tanushree Maiti · Accepted solution]

Go to Email properties and make sure , email properties for outbound is set to true

Make sure Notification, business rule and event  on sc_req_item table are properly configured

[fknell]

Hi @AdamUMC,

The cleanest way to show outbound mail in the RITM activity line is to enable “Emails – correspondence” (or “Sent/Received Emails”) in the Activity formatter, rather than copying the email body into a Work Note.

I would recommend:

1.Enable email activity on RITM

- Go to System Properties → UI Properties and ensure the role‑based property for viewing emails in the activity formatter includes your roles.

- Confirm that “Emails – correspondence” (or “Sent/Received Emails”) is enabled for the RITM form; this will automatically show outbound emails as entries in the activity stream without extra scripting.

2.Avoid HTML‑heavy Work Notes

- If you still want to capture the email content, use a Text‑area field or a custom journal field instead of pasting the raw HTML‑body into work_notes, or strip HTML tags before writing it.

3.Optional: custom “Email” activity type

- You can create a custom activity stream type (e.g., “Outbound Email”) and a business rule that writes a clean summary line when an outbound email is sent, so the activity stays readable.

Hope this helps...

[Tanushree Maiti · Accepted solution]

Go to Email properties and make sure , email properties for outbound is set to true

Make sure Notification, business rule and event  on sc_req_item table are properly configured

[Ankur Bawiskar · Accepted solution]

@AdamUMC 

as per your screenshot incoming email is already configured to be seen in activity log

To see outgoing email ensure this is added in activity filter

-> click on Funnel icon and click Configure available fields

-> ensure both of these are available on right side

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[AdamUMC]

Hi all,

Thanks for all very fast responses! Thanks a lot to all three of you!
All answers are correct. Hereby my summary:

1.) - Go to System Properties → UI Properties and ensure the role‑based property for viewing emails in the activity formatter includes your roles.
> Could not find any related setting here. Skipped this step.

2.) Confirm that “Emails – correspondence” (or “Sent/Received Emails”) is enabled for the RITM form; this will automatically show outbound emails as entries in the activity stream without extra scripting.
> This was already activated at RITM's ("Emails - correspondence" & "Emails - autogenerated" as well).

3.) Email Properties > Email Outbound Configuration > "Email sending enabled"
> Was disabled here. By enabling, the sent mail is shown and can be unfolded for it's content (body/text).