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.
There's a checkbox on your monitor action configuration to 'attach' the email to the record. That's the one you want, it's not really an 'action', just a setting on the monitor.
'attaching' the email to the record really means creating a journal record for it.
The first checkbox on the monitor, for 'attach email to change request' should be marked. That will handle the journal getting added as a mail history.
Also, you need to make sure that they're going to be specifying something in their email that your email monitor can key off of and know is unique to change.
For this reason, it's best practice to ensure that your Incident ID's and Change Request ID's (and other major business objects) don't overlap.
Incident has an email monitor that searches for emails that contain an Incident's public ID in the subject.
If your change request monitor isn't getting matched before the incident one does, either because it's lower in the list, or because the conditions aren't set up correctly, then you'll see your email monitor processing that 'Update Incident' action if the ID matches an incident as well as the change you're working on.
I didn't know you could set the IDs for Change Requests to start at any number but the default. I will have to look into that.
I have the "attach email to change request" set and the email monitor set up, but on the logs it looks like it stops on that step for a bit before skipping it and just update the incident with matching ID.