1. Question one: In the work notes or Additional comments, when I @User.last name, the notifcation will only send an email when the users has ITIL role. Why does the system allow me to @User.lastname if they don't have itil?
Question two: Example: I have inc and I email the affected user and user forwards email to boss. The boss doesn't have ITIL role. The boss replys to email and that email will NOT update the INC worknotes / additional comments. This seems to be OOO. Is this what the great Servicenow creates designed SN?
-- Thanks
-- Jason
- Hope to see you @ knowledge 24
