Email replied by the user included in compose email does not update the ticket.

[pchhantyal]

Hello there,

When snc_internal user replies to the email, it does not update the incident. The user is CC'ed in compose email.

Ideally, the reply should be added to the additional comments of the incident.

I see that "Update Incident (BP)" OOB inbound action fails to update, I think its becasue of role issue.

  

Any suggestion would be appreciated.

Thank you

Padam

[Mark Manders]

Does the user have access to the record? That's not clear from the question. Inbound emails are processed through 'impersonation' of the sender, so without access to the ticket (caller/watchlist) it won't update the ticket. 

[pchhantyal]

Hi Mark, 

Thank you for the response. The user does not have access to the record as user is not a caller nor added to watchlist. However, user is CC'ed in compose email.

What would be the best approach for this?

[Mark Manders]

Inbound email checks if the user sending the email has enough privileges to update the record. Just adding someone to the cc of an outbound email, does not give the privileges to update the ticket. Incoming email is handled through some kind of underwater impersonation to write to the ticket the inbound action/flow is trying to update. 

[Ravi Chandra_K]

Hello @pchhantyal 

Have you checked if there are any conditions in the inbound email actions?

Can you please check ACL on incident additional comments (incident.comments) if the user has access to write the comments?

Please mark the answer as helpful and correct if helped.

Kind regards,

Ravi Chandra