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

[pchhantyal]

Hi Ravi,

User does not have access write access to additional comments. However, it's possible to select any user when composing email and add them to CC.

Br

Padam