Catalog Task - Email notification for comments added in TASK

[gnunez]

Hello,

Based on a request I added the Additional Comments box on Tasks that way fulfillers can communicate to the users.

Now that we rolled out a new catalog item, in Task the fulfiller and requester need to communicate back and forth. The fulfiller sends the email using the envelope icon and asks the user to reply with the requested information, but when the user replies the email isn't being captured in the Task's work activity.

I checked the email logs and the user is responding but the recipient is our generic servicenow email address instead of routing to the proper Task's fulfiller. I read on this topic and I believe I need to create an inbound action to capture the comments in the work activity, but have no idea on how to get started!?

Has anyone had experience with this or would you recommend I reach out to our implementation partner?

Thanks in advance!

Grace        

[SanjivMeher · Accepted solution]

You can navigate to System Policy->Email->Inbound action.

Click on New and set target table as catalog task and type as reply.

Then copy the code from existing update incident action and use it.Something like this

gs.include('validators');

if (current.getTableName() == "sc_task") {

var gr = current;

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

gr.update();

}

[gnunez]

Thank you Sanjiv for your reply, this is exactly what I was looking for!

[Shishir Srivast]

just to add, you may find this video helpful: Configuring Inbound Email Actions and Notifications - YouTube