Add user reply to Additional Comments

[Dawid2]

Hello,

Currently, when user replies to the email from the system, the reply goes to Work Notes section. Our customer would like it to go to Additional Comments. How can we achieve that?

I already modified the inbound action with following line:

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

But still, body of the email is nowhere to be found in Additional Comments, only Work Notes.

Any help would be much appreciated.

[Andrew Barnes -]

Greetings David,

 Trace back one of those records to the inbound action that processed it. Open the sys_email record from that user, scroll to the bottom and view the details of the inbound action processing. You can then see which inbound actions were skipped vs processes and access the processed ones to see which ones you might need to adjust further. If it is not an inbound action - perhaps there is a business rule which is modifying them.

-Andrew Barnes
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