Help removing an email with PHI from incident activity

[Gemma4]

Does anyone have any advice on how to remove an email received from the activity notes in ServiceNow? A user replied to an email and we need help to find the record in Servicenow to remove it because it contains phi. 

We can find the record in the history of the incident but the sys id of the record is only visible. 

Thanks in advance for any feedback. 

[Dr Atul G- LNG · Accepted solution]

Hi @Gemma4 

Try this

Goto> System Logs> Emails > Search for the same subject and then delete that record.

https://www.servicenow.com/community/now-platform-articles/hiding-specific-emails-from-activity/ta-p...

[Shivalika]

Yes as @Dr Atul G- LNG said you can check in the emails with type as received and subject line if any. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Gemma4]

Thank you all for the feedback and quick reply!