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