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]

Hi Atul,

The above inbound action is not working for me.
I have done the below changes also, still no luck.

[Dr Atul G- LNG]

Hi @Vaibhav39 

We need to logic here, OOTB just update 2 fields

If you want to update worknotes, we need to add logic

https://www.servicenow.com/community/developer-forum/use-inbound-email-action-to-update-work-notes/m...

https://www.servicenow.com/community/developer-forum/update-the-catalog-task-worknotes-using-inbound...

[swathisarang98]

@Dr Atul G- LNG , Atul if you check next line they have mentioned that along with field change everything like email body will be attached to work note , i can not test inbound action in PDI so users have to test from their end 

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

Regards,

Swathi Sarang

[Dr Atul G- LNG]

Same for me, not able to test in PDI. 

@Vaibhav39 Hope this inbound action is active true. 

[Vaibhav39]

Yes Atul, that inbound action is active.