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03-07-2024 05:23 AM
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?
Solved! Go to Solution.
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03-14-2024 11:42 PM
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.
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03-07-2024 05:35 AM
Yes @Vaibhav39
Bcz B is replying and ootb we capture the email update in work notes only.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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03-07-2024 06:01 AM
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
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03-07-2024 11:07 PM
@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 ?
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03-08-2024 02:41 AM
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
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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