Add Email to Additional Comments
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06-06-2022 04:53 AM
Hi.
I am looking to add some functionality in our Service Now instance. Would it be possible to advise how to add any sent email from the Customer Case to auto-add to the additional comments field? This should also include any replies.
Can this be done under the Inbound Email Actions? Apologies if this is rather basic but I am very new to making any changes to our Service Now Instance.
Thank you for any time spent looking at this.
Jamie
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06-06-2022 04:56 AM
This might help
https://community.servicenow.com/community?id=community_question&sys_id=9be12275dbc65090fa192183ca961928
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06-06-2022 05:53 AM
Hello Jamie, Yes you're right. this can be done via inbound action .
navigate to the reply inbound action and make sure that the line below in there
current.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;Thanks,
Ahmed
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