Are there any End User Guide Documentation or Videos availabe to share with users?

[nuccetellia]

My organization just went live with ServiceNOW Jakarta, and I'm looking for End User type of documentation or short learning videos that may be available out there. Primarily I'm looking for something I can share with the user community on the recommended usage of email with respect to the activity log.

 In other words, I know it's easy enough to reply to the system email to update the record, but can you change the subject line and have it still register in the record? I was told that there is a water mark in the subject and not to change it or it will not register back to the record. Or, if I did not have a copy of an email to reply to, and I wanted to craft a new email, what must I do to ensure it updates the specific record the email is associated with?

Greatly appreciate some guidance, Thank you all!

Anthony

[Chuck Tomasi · Accepted solution]

Yes, check out this playlist from the ServiceNow support YouTube.

In regards to email, the watermark is at the bottom of the message, not the subject. If the watermark is absent, it will try to use the subject to match up to the original record.

This is taken care of with an inbound email action.