In UI15, Activity fields disappear after notification email is sent.
Issue also occurs in UI11 which is used in print preview.

Steps to Reproduce


  1. Navigate to Incidents > All.
  2. Open an incident record.
  3. Ensure that sent/received email is configured in the activity log.
  4. Impersonate ITIL user.
  5. Create an incident on behalf of ITIL user.
  6. Assign the incident to ITIL user.
  7. Check the activity logs.
    The field configured in the activity formatter is displayed.
  8. After the email notification is sent, check the activity log again.
    Some of the fields are missing.  


  • Use UI16, where this issue does not occur
  • Hide the Sent/Received Emails from displaying in the activity formatter

Related Problem: PRB692555

Seen In

Geneva Patch 5
Geneva Patch 7
Helsinki Patch 1
Helsinki Patch 2
Helsinki Patch 4
Helsinki Patch 6

Intended Fix Version


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Associated Community Threads

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Article Information

Last Updated:2018-01-14 02:09:27