When an email is sent from an incident or task, the Updated field doesn't get updated with the same date the email was sent.

[tanyzamy]

when working in tickets we usually use the ... icon to send emails from the ticket, so the email is added in the ticket notes.

Users are asking why when sending an email form within a ticket the updated field doesn't get updated with the same date/time the email is sent.

Can something be done so every email sent from within a ticket updates the incident or task ticket, so the last update in the ticket matches the time the sending email action?

[Allen Andreas · Accepted solution]

Hi,

Currently, it's not updated at all, right?

If so, that's by design as using the email client isn't really updating the record and instead is creating an external record somewhere else (sys_email) that may get referenced back into the parent record, but the parent record isn't actually updated.

What you can do, is create a business rule on the sys_email table that if the head contains:

EmailClient

Then query for that record and set the updated date/time to the same.

That would be a customization you'd have to do.

Please mark reply as helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi @tanyzamy 

Thanks for marking my above reply as Helpful.

If it also guides you Correctly, please also mark as Correct.

Thanks and take care! 🙂