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Answered

Remove / Filter certain email address from Timeline

Posted on by 390

Hi,

we are using the Timeline extensively in Customer Service, but I think this could be applied to any Timeline for each entity, what I'm looking for is that we send out notifications to internal users when there is new activity on a specific case. These notifications always has a sender email address do_not_reply. But all there notification emails end up in the Timeline with no use at all.. So does anyone know a way code or OOTB to filter or remove certain emails from showing in the Timeline.

thanks

//Martin 

  • Kiran_girase Profile Picture
    Kiran_girase 75 on at
    RE: Remove / Filter certain email address from Timeline

    Hi Kokulan,

    could you please explain how to filter the email activity using a plugin?

    thanks.

  • icimasa Profile Picture
    icimasa 390 on at
    RE: Remove / Filter certain email address from Timeline

    Hi Kokulan,

    thanks a bunch for this detailed information.. :)

    regards

    Martin

  • Verified answer
    Kokulan Profile Picture
    Kokulan 18,048 on at
    RE: Remove / Filter certain email address from Timeline

    Hi Martin,

    If you are using Send Email step and if the email is generated from template, you will only get the regarding field when you click on Set Props. I see your point that you are not able to set the lookup in the screen.

    You could still achieve this using the following steps.

    01. Create a case lookup field on email

    ScreenClip-_5B00_54_5D00_.png

    02. Create a workflow that triggers on email create, and check if the email is notification email (you could rely on subject i assume). If the email is notification email, you can clear the regarding field and set the case lookup field instead

    ScreenClip-_5B00_53_5D00_.png

    Screenshot below shows how you can clear regarding and set the case lookup instead by copying the current regarding

    ScreenClip-_5B00_52_5D00_.png

    Note : Making it a real-time workflow makes it to trigger instantly - before email sent by Server Side Sync

    Update : Please update the condition to only work for case entity, please see below

    ScreenClip-_5B00_54_5D00_.png

  • icimasa Profile Picture
    icimasa 390 on at
    RE: Remove / Filter certain email address from Timeline

    Hi Kokulan,

    could you elaborate on the first option with the lookup field, would this be possible and if yes some more guidance if the workflow that runs this on Case has a connected Email Template and to get the information from the Case to the Email you have to be using Regarding or am I missing something there?

    Thanks for you help on this

    regards

    Martin

  • icimasa Profile Picture
    icimasa 390 on at
    RE: Remove / Filter certain email address from Timeline

    Hi Kokulan,

    thanks for the response on this, I will def. look into the first solution and give that a try, I will let you know if I need further assistance on this..

    best regards

    Martin

  • Verified answer
    Kokulan Profile Picture
    Kokulan 18,048 on at
    RE: Remove / Filter certain email address from Timeline

    Hi

    Timeline has filter but it wont be useful for your scenario

    You could create a lookup field on email entity for Case and instead of setting Regarding, you can set the custom case lookup. This would make the the notification email to disappear from timeline

    One other option would be to create a plugin on activity retrieve multiple event  and filter.

    Let me  know if you need any further info or guidance on this

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