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
