Internal email discussions appearing in end-user activity section on portal case — security concern

[Anu2013]

Hi ,

Greetings!

We are facing an issue with cases created through  email in ServiceNow (Case table).

When a case is created from an email, our internal users continue the discussion through email replies for internal communication. These internal email replies are being displayed in the Comments (Activity) section of the case on the Service Portal.

This is causing a major concern — because:

• The end user (client) can see internal discussion entries listed in the Activity section.

• When the end user clicks on the email content , it redirects them to the main page instead of showing the message content.

• These emails should be restricted only to internal users and not visible to the client.

Interestingly, this issue is not happening for tickets raised internally — it only occurs for cases created via  email.

Could someone please help us understand:

1. Why internal email threads are appearing in the portal activity for end users?

2. How we can restrict or filter internal email updates so they remain visible only to internal users (not clients)?

Any configuration guidance or workaround would be appreciated.

Thanks in advance!
Anu.

[lpruit2]

Greetings @Anu2013 . Have you tried customizing what items are showing up in your Activity Stream? I'll include a link to some helpful ServiceNow documentation that talks about this in more detail. You can scroll down until you find the "Customize the fields that appear in the activity filter" section. I hope this helps! 

Activity formatter