Email added to the work notes

[AlainMethot]

Hi Community,

hope this is the good place to ask this question....

Is there a way to have an overview of an email that had been added to a work notes instead of download it each time?

Thks

[Dr Atul G- LNG]

If it is an inbound action, then the email body should be added to the Description and Work Notes.
You will need to build a mapping for this.

[AlainMethot]

In an incident and using SOW

[Dr Atul G- LNG]

https://www.servicenow.com/community/csm-forum/copy-attachments-and-add-a-work-note-when-using-a-cop...

[Tanushree Maiti]

Hi @AlainMethot 

I guess you are looking for this KB0692587 : How to display Email responses in the Worknotes instead of Comments. 

Here is KB content. Customize it as per your requirement.

Description

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OOB, an email response is shown as a Comment in a record's Activity Stream. However, there may be certain implementations where emails need to be recorded as Worknotes (ex: email contains sensitive info)

Procedure

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For this example, I will use the OOB "Update Change" email action for the change_request table. Do this same process for whichever table you're using:

1. Go to System Policy > Email > inbound Actions

2. Search the table for Target Table = change_request

3. Find the action labeled "Update Change" and open it

4. In the Actions section, change this line of the script: 

to

5. Save.

Notes: 

- If you cannot find an Inbound Email Action for your table, it is probably using the one from the table it's extending from.

- The process outlined above will show ALL emails in the worknotes. If this is not the desired outcome, you may need to define the logic required to identify where an email should go. Refer to the documentation below for more information.

Applicable Versions

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All

Additional Information

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Inbound Email Actions documentation: https://docs.servicenow.com/csh?topicname=c_InboundEmailActions.html&version=latest