Inbound Email action - Notifications

[Gousia Syed1]

Hi,

I have a doubt related to email logs. When we open email logs ,under reciepients email ids, how can i find where and in which application (ex: inbound action or notification), that email id is involved. In the sense how can i search where this email id is used.

Thanks,

Ruby

[Sohail Khilji]

Yes, if the email id is not in the recipents list then yes its not from notifcaition.

Kindly mark the answer as correct if it helps you...

[Gousia Syed1]

Hi Sohail,

Thanks for the response. Any guess from screen shot i shared. I stuck finding where that email id is being used?

Thanks

Ruby

[Prabu Velayutha]

@Gousia Syed1 this notification is for SLA breach warning. This notification sent to the the Incident assignment group members or assignee. This will be sent based on the threshold when there is 50 or 75 percentage completed.

How its triggered or Sent?  It is event based and BR triggers the event based on the SLA percentage, review the SLA beach Notification under System email notifications and the name is SLA breached Parm.

When it is received ? When the incident assignment group member replies to the SLA breach email notification they received then it will be sent to the instance typically the email id sent is assignment group member email id associated with their user profile. 

How it is processed? It will be processed through inbound action, you can refer to the update incident OOB action click on the screenshot for more details.

Kindly revert if you need more clarification!

If my response helped please mark it helpful and  correct then close the thread so that it benefits future readers.

[Gousia Syed1]

Hi Prabhu,

 Thank you for the response. Your answer helped me a lot.

I have few more doubts.

1.The notification you mentioned "SLA breached param" , is it OOB one?

2.In this notification, under who will recieve , how to find 'Event param 1 contains recipeints'

3. In this notification, under what it contains, if FROm and Reply to fields cintaind same mail id, what is the purpose of this and as well how it behaves?

Thanks,

Ruby

[Prabu Velayutha]

Hi Ruby,

If my response helped please mark them all helpful and mark it correct then close the thread so that it benefits future readers.

Please find the response for your questions

1.The notification you mentioned "SLA breached param" , is it OOB one? Yes it is OOB

2.In this notification, under who will recieve , how to find 'Event param 1 contains recipients'

It will be incident Assigned group members. Refer the OOB SLA notification and escalation flow

3. In this notification, under what it contains, if FROm and Reply to fields cintaind same mail id, what is the purpose of this and as well how it behaves? In this scenario user who has received the notification has responded to the email notification it may include the other assignment group members also the instance email id from which which they have received the notification.