Cherwell Community

Mail History Journal Notes

We occasionally have change requests where end users send emails in with feedback or questions regarding the change request. What I would like to do is is create a email monitor for that looks for an email with a subject containing "change request" and have that email generate a journal entry. I am having a little difficulty figuring out what to put in the "actions" part to accomplish this. Unlike incidents, the change request BO doesn't seem to have a comments field to update.

I attempted to do the step "Update Change Request", then "Fields - Journal Fields - Details", but this seemed to just skip the step altogether and updated an incident with the same ID # instead. Looking at the email logs it does stop on this mail monitor and attempt to complete it, but it errors out after a second or two.

I was just wondering if anyone else has successfully accomplished the same thing before I contact support.