Add Email to Additional Comments

Jamie Taylor
Giga Contributor

‎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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GaneshKumar
Tera Guru

‎06-06-2022 04:56 AM

This might help

https://community.servicenow.com/community?id=community_question&sys_id=9be12275dbc65090fa192183ca961928

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Ahmed Drar
Tera Guru
Tera Guru

‎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

Please mark my answer as ✅ Correct / Helpful based on the Impact

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