Activity Stream : Sent emails are not being captured.

[Praveen V R]

In Vancouver patch 3, the activity streams in the Agent Workspace and Service Operations workspace, the emails sent are not being visible. Where as for the same incident opened in the platform view, it shows up the emails. 

However, in Vancouver Patch 2 or Utah the same behavior is not seen. 

Has anyone else faced this issue and have come up with a work around for the same? Or is there any known issue regarding this? 

[Joel Eduardo Gi]

This keeps happening to you, were you able to fix it?
If so, how?
We have the same problem.

[Katrina Jessie]

Have you tried implementing this workaround:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1556696

Warning: I do have a ticket open, I did try to revert the workaround, as it says that it is fixed in Vancouver Patch 5, but it didn't work. I opened a ticket with SN who said the problem is still open and the fixed versions on that article are not correct, but we don't have an issue with the workaround in the meantime.

[Prasad Pagar]

This is known Intermittent issue. It sometime works. I will suggest to raise HI case and work with support team.

[Prasad Pagar]

Is this happening on PROD? or Non PROD?

[Katrina Jessie]

We had the same issue and linked it to this known error and implemented the work around:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1556696

Vancouver Patch 3: Known Errors

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1561685