Incident Table - Updated By is showing system not person with last updated ticket via email reply.

David Santel
Giga Guru

‎08-23-2024 08:48 AM

Incident Table - Updated By is showing system not person with last updated ticket via email reply.

Its been requested that Updated BY field show user who updated ticket via email reply instead of system. Issue is SN sends out comments added after comments added update....How do we modify this behavior to show ticket updated by user not system. 
See ticket example attached

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Sandeep Rajput
Tera Patron
Tera Patron

‎08-23-2024 11:17 AM

@David Santel This is expected as the comments from the emails are processed through either an inbound email action or an inbound email flow both of them are run by the system.

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