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:

[Nivedha G]

Hi @Viraj Hudlikar 

On the email part, email is received and the Target field is mapped to the incident record and I could see that in Activity Log, but my requirement is that full email chain should be added in the Additional comments in the activity log section.

Thanks,

Nivedha

[Viraj Hudlikar]

Hello @Nivedha G 

Thank you for marking my response as helpful! 😊

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.

[shashanksha]

Hello @Nivedha G ,

Do u able to find any ACL which is restricting the inbound email action by guest user to updating the incidnet record. As i am also facing the same issue.

Thanks,

Shashank Sharma