Notify the assigned_to upon email update received in incident's work notes.

[nelson_08]

Hi,

I'm trying to create a notifcation that needs to be triggered when an email update happened in incident. Meaning User is giving the updates/comments in the email back to the incident. How can we achieve this.

Need to notify : Assigned_to user 

When:  Email received in incident

[Joni V B · Accepted solution]

Hi @nelson_08 ,

You could create a second inbound email action based on the existing one that ServiceNow ships to handle the update on incident based on the email (Update Incident (BP)).
In your custom inbound action you could then use gs.eventQueue() to queue an event which is used by your notification.

Best regards,

Joni

[Joni V B · Accepted solution]

Hi @nelson_08 ,

You could create a second inbound email action based on the existing one that ServiceNow ships to handle the update on incident based on the email (Update Incident (BP)).
In your custom inbound action you could then use gs.eventQueue() to queue an event which is used by your notification.

Best regards,

Joni

[nelson_08]

Thank you so much @Joni V B  🌟. That Worked !!!😀 

[nelson_08]

Hi @Joni V B ,

For this same requirement will I be able to attach the received email as part of my notification. If So please suggest the solution. 

[Joni V B · Accepted solution]

Hi,

I have no experience with that, but a quick search on the community led me to the following topic which might help you out:

https://www.servicenow.com/community/service-management-forum/attach-incoming-email-to-incident/m-p/...

Best regards,

Joni