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 ?

[brighamadam]

is there any work arounds to get the inbound action in ? or would this need full development on SN?

How are your teams using Requests? do they come up against the same problem ?

[Sandeep Rajput]

@brighamadam You need a custom inbound action only if you need to process the replies of the email, if your requirement is just to send emails via SC Task the solution prescribed should work just fine. In case if you wish to process the replies and add them as worknote/comments on your SC Task then you would need a custom inbound email action. Creating an inbound email action is not a rocket science and any ServiceNow administrator with some amount of Javascript knowledge can create it, please refer to this link to know more about it https://developer.servicenow.com/dev.do#!/learn/learning-plans/utah/new_to_servicenow/app_store_lear...

Hope this helps.

[MalikB]

@Sandeep Rajput Is there a way to handel visibility of email in sctask if sctask state is open, work in progress, pending is visible and hidden if state is closed, canceled ans closed complete, and visible if the person is member of assignment group of that sctask? if yes how?

[Sandeep Rajput]

@brighamadam Do you have any further question on this topic? if not then please accept the proposed solution.