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.

[Brian Lancaster]

You said it updates the activity.  What does the activity show?  As long are there were no customizations to the inbound action to update incidents it should be adding to the activity as a comment.

[MWright1]

The message shows up here:

And there is a notification for change to the additional comments but it didn't fire...

[Brian Lancaster]

I would check your inbound actions.  OOTB you should have one called Update Incident (BP).  This should update the comments field with the email text.  Then the notification I mentioned will be sent.

[MWright1]

Hi Brian,

Yes it is there and it is active...  everything looks normal to me...

But the notification is still not firing.  I am going to be sending a support ticket tomorrow am.  Thanks much.

[Brian Lancaster]

Try to find the email in the email logs.  Once you open at the bottom there are additional logs to show all the inbound action and if they were ignored and why.  Specifically look for the log entry for Update Incident (BP).  It should hopefully look like this.  Also one other thought.  Can you verify that you are showing comments in the activity log.