Send notification when user responds to email notification

[MWright1]

Steps:

1. User sends email requesting for help.

2. Incident is created based on the email.  Assignment group is set and if a technician takes the ticket, he puts himself as the assigned to. An email notification is sent to the end user advising him that a ticket has been created with a link to the ticket itself.

3. User has more / additional information.  Instead of clicking on the link to add information, he clicks "Respond" to the email notification and types all the additional info and Send.

4. Incident is added with a new "Activity" based on the new email received.  No one gets notified that there was a response.  If the user had entered the new information directly to the system via the link, the Assignement Group / Assigned To person are notified because there is a notification created for this purpose.

I am trying to create a notification for these email responses but I can't find "Activity".  I realize that I may have to create a business rule to do this.  However I have no clue how.  I can't be the only one who has encountered this issue so I am hoping that someone may have done this in the past and can provide some guidance.

Please and thank you.

[bammar]

When a user replies back typically the ADDITIONAL COMMENTS gets updated and that is reflected in activity log so what you can do is make a Notification triggered if Additonal comments updated send to Assigned to- and do not email event creator. 

[MWright1]

I looked and the additional comments is not getting populated.  Do you know which business rule does this (out of the box)?

Thanks much!

[Brian Lancaster]

There should be an OOTB notification called "Incident commented for ITIL".  Maybe check to see if this notification active field is unchecked.

[MWright1]

This notification only fires if the Additional Comments gets populated but it isn't.  Thanks.