Emails Not showing in Activity Stream

Ciara H · ‎04-13-2022

The sent emails are not appearing in the activity stream. I made sure the sent/receive box was checked off in the filter but it still isn't showing. I also made sure the correct role was entered in the Activity Formatter. Anyone have any advise as to what else it could be?

sonali panda1 · ‎04-14-2022

Hi Go to Email Properties. Check the box - Email sending enabled. This is something you must have enabled in production instance. For the lower instances you can enable this also. But since you don't want sending emails to users from sub prod instances, ensure that you fill a dummy email-id in the next textbox - Send all emails to this test email address.you can put like test@example.com so it gets sent but no one actually gets it. Hope this helps. If this has answered your question, please mark the answer correct / helpful.:)

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Smriti Rastogi · ‎04-14-2022

When you check on the sent/emails recieved a system property is modified.

Go to the email logs and verify if the mail was sent.

Reasons , that mail was not sent -

Notifications are not enabled for the user. Users have options to disable a particular set of notifications as well using their personalized settings.

Tushar Walveka2 · ‎09-07-2023

The following steps will enable you to view the "Sent/Received Emails" prior to Tokyo and "Emails - autogenerated" and "Emails - correspondence" from Tokyo onwards in the activity stream:

1) Ensure that the following property value has the right role added so the user with the role can view the email option (Show email details)

glide.ui.activity.email_roles

2) The email sending property 'glide.email.smtp.active' should be set to true. Note, it does not matter even if you see emails being sent from Email logs (sys_email), the 'Show email details' will not show unless this property is enabled.

3) If you are testing on an OOB Instance, please set an email address, eg: employee email address just for testing purposes in the system property 'glide.email.test.user'.

4) Make sure the 'Sent/Received Emails' or "Emails - autogenerated" and "Emails - correspondence" checkbox is ticked on the Activity Stream filter (see the images in the Description section).

Now you can test this by logging a new incident and notice the email activity is now visible in the activity stream.

Note that another alternative on an OOB instance with email sending disabled is to navigate to the sys_email table, locate the emails related to the record you are using and update their type to "sent".

These will then show up in the activity stream if "Sent/Received Emails" or or "Emails - autogenerated" and "Emails - correspondence"is enabled in the Activity Stream filter.