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In your portal, on the case view page, if email activity is configured on the CSM Standard Ticket Conversation widget, the email activity is shown in the activity stream of the case. In cases where the email contains multiple lines of text, it will be initially collapsed. You can expand the content by selecting the 'show full email' option. However, there appears to be an issue where clicking on the 'show full email' option does not expand the content as intended.
Pre-requisites You must verify that the Email sending enabled (glide.email.smtp.active) system property is set to true. You must verify that the sn_customerservice_agent role is added to glide.ui.activity.email_roles system property. Enable email activity configuration in case view activity stream. Open Ticket Configuration for the Case [sn_customerservice_case] table. Open the Tab Configuration for Activity. You must set the include_system_email widget parameter to true. Procedure In your instance, log in as admin. Navigate to Workspaces > CSM/FSM Configurable Workspace (/now/cwf/agent). On your CSM/FSM Configurable Workspace, select the List icon (). Navigate to Cases > All. Select any case. On the Details page, select the More action icon (). Select Compose Email from the list. On the New Email Draft page, do the following: Enter the email address of the sender. Verify the subject line. Compose an email of 5 to 6 lines. Select Send Email. Note: After the email is sent, email activity appears in the activity stream on the ticket page. Verify the email's status by accessing it in the Emails table and checking its type. Note: The status should be marked as 'sent'. If not, change it to 'sent' to reproduce the issue. Open the above case in your portal. Verify that the email you composed recently is captured in the activity stream. Select the “show full email” option and notice that it fails to expand.
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PRB1649566
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