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

[ryadavalli]

HI Mani,

I am kind of new to the inbound email actions. I am trying to add a link to the email notification which is send when an incident is resolved. When the user clicks on the link, I want some field on the INC to be updated (Boolean field).

I have seen a couple of inbound actions on incident, but couldnot understand the complete cycle. Can you please suggest/explain how to approach this with an example.

Thanks,

[Nani6]

Hi Mani,

This was really helpful for us. But along with email, we are thinking of creating a new incident from it with basic information from the closed ticket the user was writing back in about?

Simply, If user replies to a closed Incident then SNOW should trigger an email to the user and also an INC has to be created. Similarly if user replies to a closed Request then SNOW should trigger an email to the user and also an INC has to be created from the closed Request.

I know that we can do this by defining an Inbound action, but I am new to scripting. Would you mind providing the basic code?

Any help is greatly appreciable.

Thanks

Shrikanth