Updating Case Work Notes from External Emails

Ryan B2
Mega Contributor

‎06-13-2019 11:42 AM

When handling a sn_hr_core_case_ada record I sometimes need to email colleagues throughout the company and even 3rd party vendors. I want to consolidate all email responses to the work notes, however, only some responses get recorded. Specifically, responses received by users who already had access to the ticket are added to the work notes. Responses from other colleagues and 3rd party vendors are not added despite having the water mark. 

I read that in order for the email response to be posted on the work notes the sender needs to have access to the record. Since I could hypothetically need the help from anyone (internal + external email addresses) I need their responses to watermarked emails to be recorded without giving them access to the record. 

Is this possible?

Ex. As the fulfiller for an ADA case I place an order for a sit/stand desk with a 3rd party company via email. I send them the email from the ticket and they respond with the install date. I want their response to post to the worknotes. 

I've tried using the watchlist, however, that doesn't work for external people. 

Thanks in advance for your reply. 

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Erik Stolberg
Tera Guru

‎06-13-2019 10:28 PM

Just a couple thoughts that might help here.

1) Are you using a specific inbound email action that includes something like the following?
current.work_notes = email.body;

2) Are all email addresses that you are receiving responses from tied to a user in ServiceNow? If not, they are processed as the "guest" account, which means that user would likely need to have write access to the work_notes field (I don't think you mentioned what ACLs you have in place for that field currently).

More on #2: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/notification/reference...

I would recommend doing some more investigation on what inbound actions are running to make sure you know how the received emails are being processed. Replace your instance name in the below URL, then open a record and review the logs at the bottom to see which inbound rule conditions are being run/skipped.
https://INSTANCEHERE.service-now.com/sys_email_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.beginningOfToday()%40javascript%3Ags.endOfToday()%5Etype%3Dreceived

Feel free to post what you're able to find.

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