ServiceNow: Building Powerful Workflows

Updating the work notes of a Maintenance task

Most often, a reply to an e-mail is to add Additional comments or Work notes to a task. Using scripting, you could differentiate between the two scenarios by seeing who has sent the e-mail: a requester would provide additional comments and a fulfiller may give either, but it is safer to assume work notes.

Let's make a simple inbound email action to process e-mails and populate the Work notes field.

1. Navigate to System Policy > Email > Inbound Actions, and click on New. Use these details and Save when done:
   • Name: Work notes for Maintenance task
   • Target table: Maintenance [x_hotel_maintenance]
   • Active: <ticked>
   • Type: Reply (In the When to run section)
   • Script:

current.work_notes = "Reply from: ...