Reply not updating ticket

[Roshni1]

The requirement is that when an escalation is requested on a ticket - an approval is required by the users manager  - thy need to reply to an email with approval. 

These are the steps I have done: 

1. created a notification to be sent to the manager 

2. tested that the notification gets sent to the manager

3. email is recived in the email logs, when the manager replys nothing is updated in the ticket 

Checked the following:

- inbound emails are enabled as we are getting email replies for other tickets. 

- no business rules are active 

Do I need to set up an inbound action or flow? 

Please help as I need to implement this as soon as possible. 

[PratikshaKate]

@Roshni1 Yes, you will have to setup an email inbound action for this. Let me know if you need help with this.

also check for watermark.

[Roshni1]

Thank you for the feedback I have created an email inbound action see below but do I need to add a script so that it updates the "Additional Comments"? 

Also do I need to do 2 inbound actions -  one for incident and one for RITM? 

[PratikshaKate]

@Roshni1 Yes you will have to create 2 inbound actions and also you need to provide a script to update comments.

Mark my answer helpful if it helped you 🙂

[J Siva · Accepted solution]

@Roshni1 
Add the below script in your inbound action to updte the additional comments with the email body.

gs.include('validators');

if (current.getTableName() == "incident") {
	current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
	if (current.canWrite())
		current.update();
}