Incident comments is not getting updated when someone from WATCHLIST replied to the email chain

[Al-jhon]

Hello everyone,

maybe you guys have an idea how to update or add the email reply from someone in the Watchlist as am additional comment?

Example:
Watchlist: A,B,C

User A: replied to the email chain and it will record in the incident as an email but it will not add as an additional comment.

How to add the reply from user A as an additional comment?

[Swapna Abburi]

Hi @Al-jhon 

I am thinking that the watchlist users may not have required role to update additional comments of the incident. Can you try by granting Incident_write or Itil role to one of the watchlist user?

[Al-jhon]

@Swapna Abburi yes i just noticed that the replies from users with itil role in the watchlist are adding as an additional comments.

[Swapna Abburi]

@Al-jhon 
that’s the issue then. Watchlist users don’t have access to update comments on Incident. You can create write ACL on incident.comments field to allow watchlist users to edit comments field.

[Swapna Abburi]

Hi @Al-jhon 

Hope by creating a write ACL on incident.comments field to allow watchlist users to edit comments solved the issue?

[Ankur Bawiskar]

@Al-jhon 

did you check the logs when inbound email action runs with watch list user?

If my response helped please mark it correct and close the thread so that it benefits future readers.