Analyst Email Replies Marked as Private

Amanda_Fees

We just installed the Action Log Notify app and it's amazing! However, we are running into an issue when Analysts respond to the notify emails. I think it would be easiest to explain as an example:

End User comments on Ticket within Portal
Email is sent to Analyst to let them know about the comment
Analyst replies to email with their own comment
Email is successfully processed, but for some reason Analyst comment is logged as "Private"
End User does NOT receive response (since Private=True)

Is there some setting that I need to change to so that an Analyst's comment via email is not logged as "Private" by default?

Joe_Burrows

It's actually a bug with the exchange connector MS never fixed where it sets is private as 'null' - a workaround is posted in below thread:
https://community.cireson.com/discussion/1626

Brian_Wiest

This the is SCSM exchange connector processing the inbound replies. I had to provide training to the agents to either send the email to the end user and CC the workflow mailbox or reply via updating the portal. The SCSM connector takes any analyst email and marks private as it assumes the analyst already updated to user.

Joe_Burrows

It's actually a bug with the exchange connector MS never fixed where it sets is private as 'null' - a workaround is posted in below thread:
https://community.cireson.com/discussion/1626

Amanda_Fees

Thank you Joe! I stumbled upon that thread some time later. Your solution solved the issue perfectly.

Joe_Burrows

Awesome! We also use this workaround here at Cireson helps us. Respond to customers via email