Auto Reply Email for Closed and Resolved Incidents

[Community Alums]

We'd like to send auto replies to users who reply directly to an incident resolve email instead of using the reopen link as well as any replies to incidents that are closed. There's topic I found that goes into some detail how to do this but we'd like to auto-reply to the person that sent the email rather than assume it is the caller because of the way we use the watch list. Has anyone done this before?

Thanks,

Aryanos

[Community Alums]

No, there seems to be an issue with the gs.eventQueue. Thanks for all your help today though.

[manikorada · Accepted solution]

Aryanos,

In your script change to some thing like this:

  gs.eventQueue("incident.closed.autoreply", current, email.origemail, '');

The error you are getting is because, previous.state is not defined

[shalini44]

Hello Mani,

I am also trying to send an auto reply on the tickets which are not active and on which we get replies from the requester. I used the solution suggested in the thread.

I have set up a email notification that is fired by event "ticket.closed.autoreply" that I created as below. I've not written any business rule even though I have Business rule next to Fired by as shown below.

Can you suggest the best way to test this functionality in the test environment? We have blocked the incoming and outgoing messages in the test?

Thanks for your help!

Shalini

[shalini44]

Hello,

I am testing this feature in my production and the autoreplies are not working. The following line is not kicking the autoreply in my code.

  gs.eventQueue("ticket.closed.autoreply", current, email.origemail, '');

Is it because I do not have any business rule written?

Thanks,

Shalini

[Community Alums]

Hi Shalini,

Sorry for the late reply. I didn't have to use a business rule for this as I just created the event, modified the inbound Action 'Update Incident (BP)', and created a new email notification for the reply email.

Aryanos