Veer

Emails that are sent out from an escalation rule using the workflow action "Send Email" do not create a communication record. You need to add a second workflow action "Create Task" and store the information as communication record of comm_type 'Email Out' and with the comm_status 'Complete'.

Hi Jeff,

I have, over the years, had a number of customers complain about this "feature". Escalation emails and workflow emails don't save in CRM at all. I believe notification emails don't either but I could be wrong. I've had conversations with support and L3 about it in the past and they have said it is working as designed.

If I were an outsider to CRM, and I had the system send an automated email, I could consider that not storing a record of it as a bug.

Can this be added as an enhancement request? Is it worth adding to the ideas hub?

When using your method of creating a record, the type must be Email and not Email Out. The action must be Email Out.