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?

[Vaibhav39]

Nope, we don't have to add extra logic.
Whatever the email body, all the text gets captured as a work note.
Check the 4th line of the script in Action tab.

[swathisarang98]

Hi @Vaibhav39 ,

Could you try something like create a change and assign the change task to B and then try replying to the email which B will receive email subject will be something like "c task has been assigned to you" 

Check still it is not getting captured in notes ?

Please check and Mark Helpful and Correct if it really helps you.

Regards,

Swathi Sarang

[Vaibhav39]

Already tried this, but no luck.

[Onkar Pandav · Accepted solution]

Hi @Vaibhav39 ,

That is expected.

When 'A' user mentions name of a 'B' user in the work notes, then 'B' (end user) will receive the notification. This notification is configured on 'Notification [live_notification]' table and not on 'Change Task'.

Hope you get the reason why inbound action is not getting triggered for end user.

Please mark this reply as helpful/correct based on the impact.

[Vaibhav39]

Thanks Onkar, that makes sense!