Currently my Inbound Email is not updating incidents when users email the Servicedesk inbox. I know this is down to my Mappings after reading the community article but unable to amend these for Notes - it only gives me option set for Creation only not Updates, this is greyed out.
I want to do the following:
Creation only for Title = Email Subject and Description = Email Body. I have the option to set as both - Creation and Update, but won't this update the fields with there update? I don't want to do this, I would like to add as a Note when its an update, as...
Update only for Note Title = Email Subject and Note Text = Email Body. This is where its greyed out though!
Can anyone advise what I am missing to set updates up for our inbound emails please?
Any help appreciated