Ticket responses from outside email address not updating tickets

[Deepika Gangra1]

When there is a ticket that is already in the queue and its for an internal person but you add an outside email address, the replies from the outside address appear to be ignored even if there is a MSG ID in the ticket. I understand that new tickets aren't created from messages received but it would be good that if a reply is received with a msg id attached that the appropriate ticket is updated.

Thanks in Advance.

Thanks

Deepika Gangrade

[Peter Bodelier]

Hi @Deepika Gangra1,

Check if the user who is replying has the appropriate rights to update the mentioned record.
If there is no access, no update will be done.

[Deepika Gangra1]

Hi Peter,

Thanks for the reply.

External user with no rights, if he replies to an incident then it should update the comments.

Hope you get the issue.

Thanks

Deepika

[Peter Bodelier]

Hi @Deepika Gangra1 

Check this article please:

Incoming email to ServiceNow- Guest User - Support and Troubleshooting

[Deepika Gangra1]

Hi @Peter Bodelier ,

how can I assign comments from external user to guest and update the ticket when it is already received-ignored in the system.