Notify Assignment group and Assigned to users when Email received on incident

[GSReddy1]

When an incident is created, the caller will receive the email, and when the caller replies to that confirmation message from the caller's email account that reply will reflect in the activities of the incident as an Email received, when these types of emails are received we need to send a notification to  Assignment group and Assigned to users. 

Please let me know how to configure it.

I tried creating a notification with a condition like Additional comments changed like that but no luck.

[priyasunku]

@GSReddy1 

you can create Inbound action. so, when email is received trigger an event through inbound action script. This event will trigger the notification.

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[GSReddy1]

@priyasunku 

we have inbound to send the reply by the caller when caller replied to the notification that he received from the ServiceNow, when he reply to that notification that also showing in the ticket as Email recieved, we need to notify that comments are updated when email is recieved, this is FYI, you replied for the same stating the same  as Inbound is needed can you me in configuration. Thanks in advance

[priyasunku]

@GSReddy1 

create an inbound action with the below configuration.

In the Action in script section

write below script.

gs.eventQueue('event_name',current,current.assigned_to,current.assignment_group);

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