Emails Notification is not Visible in Incident Activity Log

[sayan-ghosh]

Hello Team,

I have created a Notification (Incident Close), Notification is Triggering and working as expected but the notification is not Visible in the Incident Activity Log.

I have Enabled the Emails -Autogenerated and Email- Correspondence.

Notification:

Best Regards

[Jaspal Singh · Accepted solution]

Hi Sayan,

I see notification is on Assessment table while the mail logs being looked at is incident table. ServiceNow OOB is configured to display notifications that are configured on the same table you wish to view.

Ideally, in this case you can check for notification log on Assessment table

[sayan-ghosh]

The Use Case is,

The notification will be triggered when the Incident is Resolved, and Also the Survey will trigger along with the Notification.

So The Incident Is Resolved, Users will get the notification, and Need to Fill the Survey form.

The Content of the Email.

[Ankur Bawiskar · Accepted solution]

@sayan-ghosh 

Since your notification is on Assessment table, this email won't be shown in incident's form

That's how OOTB the activity filter works

You cannot alter that and even if you find a way to alter I won't recommend

The activity logs are meant to show activities which happen on the current record and not on related records.

You can add a related list on INC form which shows Emails associated with this record be it for Assessment etc

For that you will have to create a defined relationship between incident and sys_email table

If my response helped please mark it correct and close the thread so that it benefits future readers.