Reply not updating ticket

Roshni1 · ‎06-30-2025

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.

J Siva · ‎06-30-2025

@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();
}

View solution in original post

Roshni1 · ‎07-02-2025

Thanks very much that worked

J Siva · ‎07-02-2025

@Roshni1 Glad it helped..

SD_Chandan · ‎07-02-2025

Hi @Roshni1 ,
To update the "Additional Comments" field when a manager replies to the email, you’ll need to add a script in your Inbound Email Action.

try this code

current.comments = email.body_text;

current.update();

Thank you
Chandan

SD_Chandan · ‎07-02-2025

Hi @Roshni1 ,

Please confirm if the updated solution resolves the issue.
I'm here to assist further if needed.

Thank you
Chandan

Ankur Bawiskar · ‎06-30-2025

@Roshni1

yes you will require inbound email action of type Reply to update.

There are lot of OOTB inbound email actions which you can refer and then create for your table.

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

Regards,
Ankur
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