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?

[Al-jhon]

where to check that @Ankur Bawiskar ? Which table?

[Ankur Bawiskar]

@Al-jhon 

if those users don't satisfy ACL then it won't allow

check this inbound email action on incident table which is OOTB one, you can add log and print gr.canWrite() returns true or false when watch list user replies

If it returns false then you will have to tweak the ACLs

check this on how to allow them to add comments but remember they will be able to add comments from portal or front end as well

How to allow users on watch list to post additional comments on incidents 

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

[Ankur Bawiskar]

@Al-jhon 

Hope you are doing good.

Did my reply answer your question?

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

[Ankur Bawiskar]

@Al-jhon 

Thank you for marking my response as helpful.

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[Mark Manders]

Inbound email is handled the same way as logging in to update the ticket. If the user does not have the correct role/rights to update a record, the email is attached, because it is a reply and the watermark is in there, but it will not be updating the ticket itself.

Watchlist users only have the right to watch a ticket. You either have to update ACLs to also allow watchlist users to write to the ticket, or you can move your inbound action to an inbound flow and add the ITIL role to the 'run with role' to mimic that the sender has the ITIL role, without granting any more rights besides watching. Be aware that then anyone can reply to any ticket, as long as they have the email with the watermark (like when the person on the watchlist forwards it to someone else and that person replies, including the instance email as recipient).