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.

 

[DP1970]

Hi Ankur,

Will this resolution provided work for Requests too.

I have not had the chance to test it. I will do the needful tomorrow and will advise the outcome.

Regards,

Devangini

[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();

    }

}