When trying to view an email record directly from sys_email, if the "view' that is used contains the Email Log section the record takes a long time to open. The use of the Email Logs related list queries all of syslog (and any shards as required), looking for any entry with a source that matches the email record requested. When an instance has a large syslog table(s), this can take a long time to execute and allow the record to open.

Steps to Reproduce

  1. Locate an inbound email that has been processed by some inbound actions (this is the best way to see log entries, but any inbound or outbound email could be used).
  2. Ensure that you have the Email Log section added to the View for that record. (For example, if you are using the Sent View view, add the Email Logs section so that when you open a Sent email, you see it on the record form.)
  3. Open the email record and wait for it to load.
  4. Switch the same email to a view that does not have the related Email Logs section attached.
    Note the difference in load times.

(Note: This is difficult to do as you need large syslog tables/shards to see the full impact.)


Remove the Email Log embedded/related list from the sys_email form.

Related Problem: PRB588444

Seen In

Aspen Patch 2
Berlin Hot Fix 5
Berlin Patch 3
Berlin Patch 4
Berlin Patch 6
Berlin Patch 6 Hot Fix 1
Berlin Patch 7
Berlin Patch 8 Hot Fix 1
Berlin Patch 9
Calgary Patch 1
Calgary Patch 2
Calgary Patch 2 Hot Fix 5
Calgary Patch 3 Hot Fix 1
Calgary Patch 4
Calgary Patch 7 Hot Fix 2
Dublin EA 8
Dublin Patch 1
Dublin Patch 3
Dublin Patch 3 Hot Fix 1
Dublin Patch 6
Dublin Patch 8
Eureka Patch 10
Eureka Patch 11
Eureka Patch 11 Hot Fix 2
Eureka Patch 4 Hot Fix 1
Eureka Patch 5
Eureka Patch 5 Hot Fix 1
Eureka Patch 6 Hot Fix 2
Eureka Patch 7
Eureka Patch 7 Hot Fix 4
Eureka Patch 9 Hot Fix 4
Fuji Patch 1
Fuji Patch 10
Fuji Patch 11
Fuji Patch 12 Hot Fix 1
Fuji Patch 13 Hot Fix 1
Fuji Patch 3
Fuji Patch 4 Hot Fix 4
Fuji Patch 6
Fuji Patch 7
Fuji Patch 7 Hot Fix 5
Fuji Patch 8
Fuji Patch 9
Fuji Patch 9 Hot Fix 1

Fixed In


Associated Community Threads

Community ThreadTitleResponsesUpvotes
https://community.servicenow.com/issues/4623Test product issue #3 - 04021600

Article Information

Last Updated:2017-02-08 15:51:51