Replies to @mention emails are going into additional comments field. Go into work notes instead

[BR Admin]

Hello helpful community! 

We found that OOB any replies to the "Activity Stream @Mention Email" will populate in the additional comments field on the incident record. Our requirement is to change this so that replies are added to the work notes instead. Is this possible?

Thanks as always!

[Community Alums]

if you have current.comments, it updates the additional comments. instead change it to current_worknotes which updates worknotes

[J Siva]

Hi @BR Admin 

Send/receive email is a separate activity.

Whenever you send or receive an email, it'll be captured under send/receive activity not under additional comments or work notes.

Hope this helps.

Regards,

Siva

[BR Admin]

Then there must be something that automatically appends responses to @mention emails to the additional comments field on the Incident record. I can't find any inbound actions that would handle this but it's definitely OOB since we have not customized any of that. 

[J Siva]

Yes it's OOB feature.

Like additional comments, work notes, field changes, send/receive email is one type of activities.