create a auto reply to people replying to closed incident email notifications.

[RBlor]

I want to create an auto reply to people who reply via email to closed incidents. I was hoping to do this via inbound action but I don't have a state button. I did try to create a BR, but that ended up working only  to people who comment on the actually closed ticket, which never happens; they usually email a reply  to an old email notification of a ticket that is closed. How would I set this up so we don't have people waiting for an answer on a ticket that is not monitored since it is closed? 

[Murthy Ch]

Hello @RBlor

I believe you can add an inbound email action like below:

For more secure condition you can also include Target table is 'incident'

Now, finally under Actions tab in Reply email field you can give the automated reply text to notify the user. 

Hope this helps...

(not tested)

[RBlor]

I am looking more into the use case when the incident is closed, but the end user replies to any notification to the email to get a response, whether the case is closed or resolved or even those "case has been updated notifications. 

so for further clarity: 
-incident is already closed

-user finds old email relating to incident and replies back to ask for help on something

-ServiceNow gets an email, and auto-replies that they replied to a closed ticket and to create a new ticket with the correct channels.