question Re: Inbound action "Update Change task" in ITSM forum

Inbound action "Update Change task"

Vaibhav39 — Thu, 07 Mar 2024 13:23:35 GMT

Hello,

When 'A' user mentions name of a 'B' user in the work notes of 'Change Task' record then one email is triggering to 'B' user. Here 'B' is an end user.

When 'B' replies to that email then that reply should be captured in work notes.

There is OOB inbound action called 'Update Change task' which is working for 'admin' and 'itil' users but not for end users.

Question is - IS THIS EXPECTED?

Re: Inbound action "Update Change task"

Dr Atul G- LNG — Thu, 07 Mar 2024 13:35:11 GMT

Yes @Vaibhav39

Bcz B is replying and ootb we capture the email update in work notes only.

Re: Inbound action "Update Change task"

swathisarang98 — Thu, 07 Mar 2024 14:01:29 GMT

Hi @Vaibhav39 ,

I hope you are talking about the below one ,

Here 2 things are happening so if the reply received from users with admin or itil role it will allow to change the assigned to and priority of the change task

secondly it will print the worknote it doesn't matter whether the user is having admin or itil role,

and if you still need clarification go to description of the inbound email action, servicenow has explained it in detail with example,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

Re: Inbound action "Update Change task"

Vaibhav39 — Fri, 08 Mar 2024 07:07:57 GMT

@Dr Atul G- LNG @swathisarang98

My question is different.

Will the end user (user 'B' in my case) be able to send a reply to work notes in change task record?
If yes, then in my case that is not happening. Now next question is, how to check/debug that ?

Re: Inbound action "Update Change task"

Dr Atul G- LNG — Fri, 08 Mar 2024 10:41:56 GMT

Hi @Vaibhav39

Greetings!!

Let's try to simply this

In change we have change task , a email trigger to user B

If user B send reply on email, and if inbound action is there then it will capture and update in change task

OOTB Inbound action is there

Re: Inbound action "Update Change task"

Vaibhav39 — Fri, 08 Mar 2024 11:18:23 GMT

Hi Atul,

The above inbound action is not working for me.
I have done the below changes also, still no luck.

Re: Inbound action "Update Change task"

Dr Atul G- LNG — Fri, 08 Mar 2024 11:40:23 GMT

Hi @Vaibhav39

We need to logic here, OOTB just update 2 fields

If you want to update worknotes, we need to add logic

https://www.servicenow.com/community/developer-forum/use-inbound-email-action-to-update-work-notes/m-p/2185872

https://www.servicenow.com/community/developer-forum/update-the-catalog-task-worknotes-using-inbound-email-action/m-p/1529397

Re: Inbound action "Update Change task"

swathisarang98 — Fri, 08 Mar 2024 11:41:02 GMT

Hi @Vaibhav39 ,

Could you try something like create a change and assign the change task to B and then try replying to the email which B will receive email subject will be something like "c task has been assigned to you"

Check still it is not getting captured in notes ?

Please check and Mark Helpful and Correct if it really helps you.

Regards,

Swathi Sarang

Re: Inbound action "Update Change task"

swathisarang98 — Fri, 08 Mar 2024 11:44:35 GMT

@Dr Atul G- LNG , Atul if you check next line they have mentioned that along with field change everything like email body will be attached to work note , i can not test inbound action in PDI so users have to test from their end

Please check and Mark Helpful and Correct if it really helps you.

Regards,

Swathi Sarang

Re: Inbound action "Update Change task"

Dr Atul G- LNG — Fri, 08 Mar 2024 11:46:37 GMT

Same for me, not able to test in PDI.

@Vaibhav39 Hope this inbound action is active true.

Re: Inbound action "Update Change task"

Vaibhav39 — Mon, 11 Mar 2024 09:47:09 GMT

Already tried this, but no luck.

Re: Inbound action "Update Change task"

Vaibhav39 — Mon, 11 Mar 2024 09:48:53 GMT

Yes Atul, that inbound action is active.

Re: Inbound action "Update Change task"

Vaibhav39 — Mon, 11 Mar 2024 09:51:58 GMT

Nope, we don't have to add extra logic.
Whatever the email body, all the text gets captured as a work note.
Check the 4th line of the script in Action tab.

Re: Inbound action "Update Change task"

Onkar Pandav — Fri, 15 Mar 2024 06:42:44 GMT

Hi @Vaibhav39 ,

That is expected.

When 'A' user mentions name of a 'B' user in the work notes, then 'B' (end user) will receive the notification. This notification is configured on 'Notification [live_notification]' table and not on 'Change Task'.

Hope you get the reason why inbound action is not getting triggered for end user.

Please mark this reply as helpful/correct based on the impact.

Re: Inbound action "Update Change task"

Vaibhav39 — Fri, 15 Mar 2024 06:45:57 GMT

Thanks Onkar, that makes sense!