To Set Automatic response to user on replying to closed Incident email notification

[Harsha M V]

Hi All,

How to set auto-reply/notification to user/requester if he/she responds to the notification email which will be sent when the incident moves to Closed state.

Below notification is triggered when state changes to closed and user/requester gets this email with details.

Notification:

Your incident INC00001234 is closed

Here user is replying to this particular email, so if he/she responds to this we need to trigger one auto-reply notification with few details like Dont reply to this email and please contact Helpdesk.

How to achieve this. Please help with detailed steps

[Dr Atul G- LNG · Accepted solution]

Hi @Harsha M V 

Yes, it is possible to configure ServiceNow to send an email to users when they respond to an incident that is in the closed state. Here are the steps involved: Go to System Definition > Incident Management > Notifications. Click on the Create button.

https://www.servicenow.com/community/new-delhi-snug/auto-response-emails-generation-when-responding-....

https://www.servicenow.com/community/itsm-forum/when-a-user-replies-to-closed-incident-how-to-send-a...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0777623