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
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();
}
}
