Email sent not being recorded to journal field

[Kifrez]

Hello ,

Could someone please help me?

my sc_req_item doesn't record email sent to the journal field.

What should I look or could someone help me how to ensure that if field change or any email sent related to the task is recorded on the journal.

Thank you.

[RaghavSh]

Is it your prod or sub prod instance?

The emails which shows as sent in email logs (sys_email) table are shown in the activity logs.

Please check the email logs.

[Kifrez]

It's for my prod instance.

It's not showing in the activitiy logs unfortunately for sc_Req_item. it works for incident.

I checked the email log, they are sending to customers. Our fulfillers complaining that they can't see whether the system sent the email.

[Aman Kumar S · Accepted solution]

Hey,

Please follow below article:

Journals with Activity formatter does not show ALL Send/receive emails\

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂