User responds to a closed case, I want to send a notification to the sender

[edupaz]

When a user responds to a closed case, I want to send a notification to the sender so that they are aware that case was not created on their behalf.

[swathisarang98]

Hi @edupaz ,

Could you please let me know how user are responding to closed case ? like through mail or by updating additional comment etc..?

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[edupaz]

Hello. 

When a user sends in e-mail in response to a closed case and the following notification is sent in response. 

[swathisarang98 · Accepted solution]

@edupaz , if it is coming from email, what you can do is you can create a reply inbound action and trigger a event and based on this you can trigger email notification,

i found similar use case and solution provided for the same as below please do give it a try,

Inbound Actions:

Create an event:

Notification:

and in the notification body you can add the message which you want to convey to users,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[edupaz]

Hello Swathisarang98

I try to do it with HR cases, but I am not sure if I am following the correct process. Do you know a way to test the story on the PDI.

Thanks!