Automatic Email Notification Question

[Georges_Younes]

Hello, I am trying to accomplish the following:

Automatically send an email to the caller and the creator of an incident when a comment is added if the comment creator is not the caller or the creator.

Step 1: I created a new Business rule:

When to run -> After Insert/ Update

I added the following Script to check for the mentioned rules above:

Step 2: I created the Event Registry: incident.comment.email

Step 3: I created an email Notification:

Send When : ( incident.comment.email) Event is fired 
Who Will receive Param 1 of eventQueue()

Now i am trying to test by submitting an Incident from a User

Then another using modifying the comment and saving.

The problem is that i am not seeing in the activities section of the incident that an email notifications is being sent.

One more thing, when i am trying to access the email properties, i am not able to enable sending and receiving emails, is that the problem behind not seeing the email notification being sent in the incident activities?

I would appreciate any help, thanks

[Anubhav24]

Hi @Georges_Younes ,

Try checking the Outbox if mail has been generated even though the sending is disabled the mail would be present in the Outbox module.

Also why are you calling the same event twice you can call the event once and in the notification configuration you can add the users whom you want to share the notification under whom to send tab.

Also if you wish to receive emails from the instance sending needs to be enabled , while enabling the property try with system admin user.

Please mark helpful/correct if my response helped you.