Actions Regarding Sending an Email from an Incident Ticket

[terrieb]

When sending an email through an incident that email should be counted as an 'update' (like when you click the 3 dots and then email.. and open the email box and hit send')

I think service now is sending that email as an additional comment and it is logged as 'system' sending the email so it does not count as an update to the incident so those incidents show up on the not updated in x days lists.... what can we do to get these emails to count as an 'update'?

If the tech uses the additional comments option instead, which triggers an email to the caller, it counts as an update.  If the tech uses the email option from the ticket (on the toggle), it sends the email but the ticket does not record it as an update

The Service Desk manager monitors the updates for reports, so it would be a big asset if these manual emails count as an update.

This is the script in Field Styles for the "Number" field on the Task table:

javascript:(!new CSPPMUtils().isPPMRelTbl(current)) && !current.assigned_to.nil() && current.assigned_to.user_name != current.sys_updated_by && current.sys_updated_by != 'system'