Tag/Mention user in an inbound email

[Karishma Mehta1]

How to mention or tag a user when an agent update an incident through email.

[AnirudhKumar]

I think updating the incident worknotes with @<<username>> should do the job

[Karishma Mehta1]

Thank you for your response.

Using @username in the work notes/additional comments does work.

If an agent/tech wants to update a record in ServiceNow by tagging someone through email does @username work then?

[AnirudhKumar]

I do not follow. I'm seeing separate 2 actions here.

- Letting somebody know about something

- Updating a record

How exactly are you updating your record? Save/Submit button? or via an Inbound Action?

[Karishma Mehta1]

My Requirement is that an ITIL user/Agent should be able to add work notes, attachments and also tag someone if required to a ticket by sending email.

I have created inbound actions and Inbound flow so that ITIL user can add work notes and send attachments respectively.

I am stuck in implementing the tagging part.