Work notes/comments

[Dubz]

When you add a comment to SN it sends out that comment to whoever raised the ticket and anyone else on the watchlist, fine. When the client responds to that email it is added to the ticket history, is that then sent out to the client and everyone on the watchlist or can you exclude the sender?

When you add a worknote, that information is sent out to anyone on the work notes list. If they respond to that email it is added to the ticket as a comment and therefore sent out to the client and everyone on the watchlist. Is there a way to have replies to worknotes added as worknotes to maintain the separation between internal and external communication?

[Chuck Tomasi · Accepted solution]

Hi David,

Answer to question 1: Yes, you can exclude the sender by using the Advanced view and unchecking "Send to event creator". This is a common scenario to say "I know I made the comments, I don't need the email to remind me of that."

Answer to question 2: Update your outbound message to include something in the subject or body of the message to indicate it is a work note message and not a standard comments message. Then you can create a custom inbound email action to look for that key and trigger off it to enter the response in the work notes.

Inbound Email - YouTube

Inbound Email Actions - ServiceNow Wiki  

[Dubz]

Great, thanks a lot Chuck.

[Chuck Tomasi]

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Thank you