Emailing from SCTASK

[brighamadam]

I have enabled Requests on my instance but it looks like you cant email the user from the SCTASK record and have to go to the RITM record to reach out to the user.

This works fine until you have multiple SCTASK's linked with the RITM such as request for keyboard, mice, computer and then software access and these SCTASK's all are assigned to different teams to action but they only can communicate with the user in one place which might get messy.

Any suggestions on this ?

[Brian Lancaster]

Create a business rule that run on change of comments on the task and write it to the RITM. You can also write the comments from the RITM to the active tasks in a similar way but that get more complicated because you have to add additional code to prevent it from doing an infinite loop.

[Sandeep Rajput]

@brighamadam Why don't you simply enable the email client for SCTask (sc_task) table by following the steps mentioned here https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

Here are the steps for your perusal.

1. Navigate to Configure Dictionary 

Hope this helps.

[Brian Lancaster]

The problem with this is there is no Out of the box inbound action. So if the user replies to the email unless an inbound action is created the comments will not be posted to the task.

[Sandeep Rajput]

Thanks for sharing your insights Brian, the OP needs to create a new inbound in this case.