Incident comments is not getting updated when a external user sends a reply to the same email chain

[Nivedha G]

Hi,

   I have an inbound email action to update the incident record, when any user sends a reply to the email chain(the user doesn't have any roles) something is restricting it where the reply email is getting ignored in system. 

There are 2 write ACLs where only ITIL role and incident_manager role can make changes in incident record, I have made those inactive as well. What could be the other possible reason of email getting ignored?

Inbound email script:

[Viraj Hudlikar]

Hello @Nivedha G 

You can check for below scenarios to resolve this issue:
1) Check email logs for received email it might show up warnings or error related to inbound email action.

2) Ensure that the users who are sending the emails are listed in fields such as Caller, Opened by, Opened for, or Watch list on the incident record. Users need to have read access to the incident record to update it via email.

3) Ensure that the inbound email action is not restricted by roles.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Nivedha G]

Hello @Viraj Hudlikar 

The reason for email getting ignored is solved now, but the major issue is the email received is not getting added up to the additional comments of that incident

On the 2nd scenario mentioned by you- So if incase while external user is sending a email to that email chain and at that time once system receive the email -they are getting added to watchlist, will the email content be added to additional comments?

Thanks in Advance

[Viraj Hudlikar]

Hello @Nivedha G 

Glad your issue is solved. Now email not getting added in additional comments means you saying it's not showing under activity log. If yes, then see the email received and see Target field is populated or not then check email logs in same email received in related tabs, you need to check did any inbound email action processed it or was it ignored or skipped. Looking at that information will solve your issue.

For 2nd scenario check how the watchlist is populated and once email is processed by default it will show up in activity logs unless something is configured on instance to handle it differently from OOTB behavior.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Viraj Hudlikar]

Hello @Nivedha G 

I hope your concern has been fully addressed. If it resolves your issue, please consider marking it as the accepted solution. This will ensure others in the community can benefit from the solution too.

Thanks & Regards
Viraj Hudlikar.