Send a notification when user replies to closed incident

[Deepika Gangra1]

Hi All,

This is bit urgent.

Requirement is to send a notification when user replies to closed incident.

I have tried with inbound action and event registry but no luck.

Please help!

Thanks

Deepika Gangrade

[Peter Bodelier]

Do you see that the event is triggered in the event log?
If not, do you see your log line from the inbound email action in the system log?

[Musab Rasheed]

Hello,

Try this.

https://www.servicenow.com/community/itsm-forum/auto-reply-email-for-closed-and-resolved-incidents/m...6

Or try this as well

Hi Surya,

We have this exact scenario working in our organization.
I added the following condition to the existing "Update Incident (BP)" inbound action.

} else if (current.incident_state == 7) {
        gs.eventQueue("incident.closed.noreopen", current, current.state, email.origemail);
}

I then fire the reply email notification based on that event.
The weight of that email notification is zero.
In our case, we send it to the Caller, Watchlist, Event parm 2 and the event creator.

Here is why my email looks like

Above one is copied from one of the replies in below thread

https://www.servicenow.com/community/developer-forum/user-responding-to-closed-incident/m-p/1613944/...

Read below thread as well.

https://www.servicenow.com/community/itsm-forum/auto-reply-to-the-user-when-he-tries-to-reply-the-cl...

[Deepika Gangra1]

Hi Musab,

Thanks for reply.

Actually we have domain separated instance so I am unable to edit "Update Incident (BP)" because its in Global Domain.

Any other way?

Thanks

Deepika

[Musab Rasheed]

Create a new Inbound action with logic matching from that inbound action, make sure you write in desired domain and add condition so that it shouldn't affect other child domain since domain is about top down approach.

[Deepika Gangra1]

Hi Musab,

The Inbound action i have created, its in desired domain only. Still it is not triggering.

Can you help?

Thanks

Deepika