How to add the 'New Email" option to the Activity History under Service Request?

Version 1

    Details

    How to add the 'New Email" option to the Activity History under Service Request?
    Currently, and OOTB we can only add a New Note.



    Resolution

    You can add the other Activity History options (Email/etc) by using the  same settings off the Incident layout/form options to get the same  Journal options under Service Request.

    1.  Open Configure Application
    2.  Open Business Objects
    3.  Open Service Request
    4.  Click the Layouts tab
    5.  Find the Layout for the Role you are working with
    6.  Click 'formview'
    7.  Find Activity History in the Child Panels section
    8.  Under the Forms heading, add in 'Journal Email' as a form
    9.  Under the Toolbar heading, click Edit
    10. Click and edit the Action option
    11. Select 'New Record Menu'
    12. Save your work
    13. Test