As a Work Manager user, I want to see the last email sender’s name and email address in separate columns on work item grid, and I want them populated on Action launched from a converted Ticket, so that I know who last contacted us without opening the work item.

An email is associated with exactly one work item in the database. When Ticket T1 is converted to Case C1 and Action A1 launches, the original email stays associated with T1. T1 goes away from the user’s Home grid (Inbox and Team Work Inbox) and A1 appears in its place, but the row for A1 on work item grid shows a blank Last Email Sender, even though the email is visible on A1 as a linked item. It stays blank until a new email is associated directly with A1. The value comes only from emails associated directly with that work item.

Changes needed:

Two new grid columns are available: Last Email Sender Name and Last Email Sender Email.

If a work item has no directly associated email, both columns should fall back to the last email sender from the Ticket/ Case it was converted from, which is part of the same packet group.

Once an email is associated directly with A1, A1’s own last email sender takes over.