Inbound action "Update Change task"

[Vaibhav39]

Hello,

When 'A' user mentions name of a 'B' user in the work notes of 'Change Task' record then one email is triggering to 'B' user. Here 'B' is an end user.

When 'B' replies to that email then that reply should be captured in work notes.

There is OOB inbound action called 'Update Change task' which is working for 'admin' and 'itil' users but not for end users.

Question is - IS THIS EXPECTED?

[Dr Atul G- LNG]

Yes @Vaibhav39  

Bcz B is replying and ootb we capture the email update in work notes only.

[swathisarang98]

Hi @Vaibhav39 ,

I hope you are talking about the below one ,

Here 2 things are happening so if the reply received from users with admin or itil role it will allow to change the assigned to and priority of the change task 

secondly it will print the worknote it doesn't matter whether the user is having admin or itil role,

and  if you still need clarification go to description of the inbound email action, servicenow has explained it in detail with example,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Vaibhav39]

@Dr Atul G- LNG @swathisarang98 

My question is different.

Will the end user (user 'B' in my case) be able to send a reply to work notes in change task record?
If yes, then in my case that is not happening. Now next question is, how to check/debug that ?

[Dr Atul G- LNG]

Hi @Vaibhav39 

Greetings!!

Let's try to simply this

In change we have change task , a email trigger to user B

If user B send reply on email, and if inbound action is there then it will capture and update in change task

OOTB Inbound action is there