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]

You'll have to create a new Inbound Action as per your requirement. 

[Deepika Gangra1]

Hi @Peter Bodelier ,

Can you please help me with that.

Thanks in advance.

Deepika

[Peter Bodelier]

Hi @Deepika Gangra1 

You could use something like this.
But as mentioned, please check this first, because it won't work otherwise:

Incoming email to ServiceNow- Guest User - Support and Troubleshooting

gs.include('validators');

var grUser = new GlideRecord('sys_user');
if (!grUser.get('email', email.from)) {
    if (current.getTableName() == "incident") {
        current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

        current.update();
    }
}

[Deepika Gangra1]

Hi Peter,

I have tried this but when external user sent a reply it shows under activity not in additional comments.

Thanks

Deepika

[Deepika Gangra1]

Hi @Ankur Bawiskar ,

Do you have any idea on this?

Please help.

Thanks

Deepika