Is there no Email Activity for Tickets?

[former_member264386]

Hi experts

I recently learned that we can create an Email Activity object and link it to the object where it was triggered. For example, we created a workflow which will send an email notification to the reporter of the ticket notifying him that his concerned is received and will now be worked on by an agent. If we ticked the checkbox for Create Email Activity for the above-mentioned workflow, it should create an Email Activity object linked to that ticket. Unfortunately, when I added the Activity facet to the Ticket floorplan, inside the facet it only shows Tasks and Phone Call sections, no Emails. I also don't see any way to add an Email section. See screenshot below.

Can you enlighten me, is there really no Email Activity section for tickets? Or am I missing a configuration somewhere?

Thanks

[sandeephebbar · Accepted solution]

Hi Denmar,

There is no Email activity section under Ticket Activities. You can use Workflow change log tab to see triggered workflow out of the ticket.

Regards,

Sandeep

[former_member145911]

Hi Denmar,

To achieve this, you need to do the following:

In the workflow rule configuration, within the subject, ensure you have the [#TICKETID#] ideally at the beginning of the subject. Of course you also need the placeholder in the workflowrule too. The system will then associate the outbound email to the Ticket. Don't forget to also tick the box for Create Email Activity.

This is then visible in the Interactions tab of the Ticket. Where you would see the outbound email that is sent to the receipient.

Regards,

Jameel

[OliverF]

Hi Jameel

I have the same issue as Denmar described.

I have the [#TICKETID#] as first entry in the subject in the Workflow rule Configuration (subject of Email). The Email also is sent out successfully, with the defined subject. The box for "create activity" is set.

Still the Email (outbound from the workflow rule) is not visible in the ticket, even not in the "interactions" tab. I only find the outgoing email associated to the customer, there in the tab "activities" in "E-Mails". What is strange however, there is no "content" showing inside the Mail, the "message" area is blank. The "real mail" sent out looks fine und contains everything defined in the html-template associated to the workflow.

Thanks and regards
Oliver

[former_member145911]

Hi Oliver,

I just tested this in one of our playground environments and it works fine in both the tinyMCE editor and the Interactions tab as well. See associated screenshot. The first email is the one I sent into the system as a test and second one is the one generated from Workflow rule back to me. The email formatting is visible correctly too.

In the workflow configuration, this is what I have configured (note: I do have a template file which I have removed name for obvious resons)

If you have setup the workflow correctly, you may need to activate additional configuration for viewing the email content. You will find this in Administrator -> Service and Social -> Ticket Configuiration. There are several configuration options that you can set.

Hope this helps.

Regards,

Jameel