Customer reply Email

[Jason Rooney]

Team

Seeking your solutions:

Current Process:

Customer orders PC, I sent Email to customer.  Customer forwards email to his/her boss,  The Boss (NO ITIL & NO ROLES) now replies back to SN (me), that email will not populate on request.  Because (OOB) only requested for, Opened by and ITIL role users have correct ACL condition to write to the RITM table.  This is a problem, as another scenario, the customer could have OOO reply, that user could have not writes to RITM table.  

Solutions:

1. Update the ACL to allow all Active users to update the RITM table?  Do I have to worry about SN licenses?

Thanks for all your suggestions and help!

-See you at Knowledge 24

[SanjivMeher]

I think as long as it is just additional comments, it should be fine. Usually additional comments should get posted via inbound action by any user. So i would suggest you test it out, if not add additional ACL to allow users to add additional comments. If you want to limit it, add acl to allow requestor or requestor's manager to update.