Hi @JordyZ
The assignee should receive a notification when a case gets an email from anyone besides system and the assignee itself.
Atul: Check here the OOTB inbound action.
Define an inbound email action to script how the system responds to an inbound email.
Note: Inbound email flows take priority over inbound email actions. If you create flows with inbound email triggers, emails are first processed by the inbound email triggers before they are processed by inbound email actions.
Inbound email actions are similar to business rules: both use conditions and scripts that take action on a target table. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the system takes the inbound email action that you configure. The system can take two types of actions:
- Record action: setting a value for a field in the target table.
- Email reply: sending an email back to the source that triggered the action.
By default, if an email has no identifiable watermark, an inbound email action attempts to create an incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.
Notification:
- Assignee should receive a notification when in additional comments anyone is tagged using "@someone"
Atul: For this same screen shot applicable.
