Email Notification

[DP1970]

In ServiceNow Zurich version,  ServiceNow ticket, we can add people to the watchlist so they get notified by email for any update on the service ticket. The issue we are having is people on watchlist can't reply to tickets - what is out of the box ServiceNow? can we update so they can reply? Appreciate your assistance.

 

[BharatC]

Hello @DP1970 

Who can reply OOB

The Caller

Users with appropriate roles (itil)

Users who have read/write access to the record via ACLs

In some configurations, the “Requested For” user

Try adding following acl to  Watch List users:

1) Have read access to the table "sc_req_item"

2) create or edit a Write ACL on sc_req_item for the comments field.

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards

[Tanushree Maiti]

Hi @DP1970 

Check this Post. Hope it will help you.

https://www.servicenow.com/community/itsm-forum/how-to-allow-users-on-watch-list-to-post-additional-...

[Ankur Bawiskar]

@DP1970 

My thoughts

-> are you saying they are able to reply but nothing is updating on RITM?

-> did you check if that watch list user is having WRITE access to RITM record?

-> When user replies via email and inbound action runs, it checks the Access

See this OOTB Inbound action on RITM table checks write access on line 3

Try to update the Table.None WRITE ACL and then verify by asking watch list user to reply to email

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Sandesh Powar]

@DP1970 

Try this code on Requested Item:

gs.include('validators');

if (current.getTableName() == "incident") {

    var allowUpdate = false;

    var senderEmail = email.origemail ? email.origemail.toLowerCase().trim() : "";

    var user = new GlideRecord('sys_user');

    user.addQuery('email', senderEmail);

    user.addActiveQuery();

    user.query();

    if (user.next()) {

        if (gs.hasRole("sn_incident_write") || gs.hasRole("itil")) {

            allowUpdate = true;

            if (email.body.assign)

                current.assigned_to = email.body.assign;

            if (email.body.priority && isNumeric(email.body.priority))

                current.priority = email.body.priority;

        }

        // 2️⃣ Allow Watchlist users

        var watchList = current.watch_list ? current.watch_list.split(',') : [];

        if (watchList.indexOf(user.sys_id.toString()) > -1) {

            allowUpdate = true;

        }

    }

    if (allowUpdate) {

        current.comments = "reply from: " + senderEmail + "\n\n" + email.body_text;

        current.update();

    }

}