How to send email notification to Assignment group , when caller is replying on incident notifications

[Palak Gupta1]

Hi Team,

Using inbound action, incidents are being created in to snow via email. Upon incident creation, we are triggering email notifications at several stages of the life cycle of the incident.  

As an example, a user created an incident via email and received a notification stating that the incident had been created; if the user replied and resent it to snow, this is being logged in the activity log of the incident.

Our goal is to notify the assignment group whenever users/callers respond to any emails. We have tried creating notifications ; on condition - whenever comments or work notes change , but this is not working as the responses aren't being captured in journal entries.

Please suggest this is very urgent requirement. Please refer attached image.

Thanks in advance

[Sagar Pagar]

Hi,

You can check the OOTB  Incident commented and state changed notification which is sent to Assigned user and watch list user. You can assignement group in it.

OR

You have to create similar one to notify Assignment group. when Caller/User updates and additional comments changed.

Thanks,
Sagar Pagar

[Palak Gupta1]

whenever users/callers respond to any emails, responses aren't being captured as journal entries into tickets.

Please refer ss

[Sagar Pagar]

Hi,

Have you check the OOTB Update Incident (BP) inbound action?

    gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

The above line adds the email body into additional comments.

if not, create new Inbound action to add the the comments to activities.

Thanks,
Sagar Pagar

[Sagar Pagar]

Hi @Palak Gupta,

Good day!

Have you checked the OOTB BR, which adds email body contents to activities? Let us know where you stuck.

Thanks,
Sagar Pagar