Event Trigger to Assign Record Based on Incoming Reply from End User

[Community Alums]

Hello @Everyone,

I was working on a requirement where I need to trigger a notification to the agent working on a record (INC or RITM). When a reply is received from the end user, the agent should be notified that there is a new response on that particular ticket.

For this, I tried using an Event in an Inbound Action.

However, it was not triggering as expected because the Assigned To data is not available at runtime in the Inbound Action context.

Could you please suggest the correct approach to handle this scenario?

[Vijaya_Mnpram]

@Community Alums  Every time, when the end user sends a response, the inbound email action will update the comments on Incident (As per the watermark on the Inbound email action). 

You can trigger the notification, everytime there is an addition in the comments and added by is not 'Assigned to' person, trigger a mail to the Agent. 

[Community Alums]

@Vijaya_Mnpram 

I tried configuring a notification with “When to run: Additional comments changes" & whom to send : Caller & Assigned To, It only works when the system itself sends an update, but when the end user replies via email, the response is captured in the activity (Additional Comments) but the notification is not triggered for the Assigned To user.

Could you please suggest how we can handle this scenario?

[Vijaya_Mnpram]

@Community Alums  There is a OOB Notification too for Comments added - Incident commented for ITIL

Check in your instance if that is getting triggered when you add comments on an Incident. If yes, then cross check your notification with that. 

Also, share a screenshot of the notification configuration to help you better.