Emails triggered are not captured on the activity stream

[Rahul134]

Hi all,
When I use email template or the MIM workbenck communication tasks with email as communication channel, all these emails are not captured on the incident activity.
But the customer wants the emails sent should be captured on the activity stream.
is there any other way?

[Rahul134]

Hi Ankur
I can see all the emails received on the incident and sent as comments and all. but when I use email from the toggle or MIM workbench tasks then those emails are not shown on the activity. But I can see them on the email logs

[Ankur Bawiskar]

@Rahul134 

is that email in email logs with Sent status, if yes then only it will show in activity stream

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

[prerna_sh]

Hi @Rahul134 

Please check the Activity Stream settings, especially under "Filter Activity (funnel icon)", and make sure fields like "Sent/Received Emails" are selected so they appear in the activity stream.

If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna

[Rahul134]

Hi Prerna,
the "Sent/Received Emails" prior to Tokyo and "Emails - autogenerated" and "Emails - correspondence" from Tokyo onwards in the activity stream:

is already added to my activity stream, I can see the emails sent for the incident but when I use email from the toggle button or use MIM workbench communication tasks then I am not able to view the emails activity.

[prerna_sh]

Hi @Rahul134 

Thank you for highlighting this,

The "Sent/Received Emails" from Tokyo release onwards is known as "Emails - autogenerated" and "Emails - correspondence".

It looks like you've found the solution! Happy learning!🙂

If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna