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.

[MWright1]

Hi Brian,

I created a ticket with servicenow and the technician checked all, including the email logs.  He didn't see anything suspicious and said he will do some background work and get back to me.  He hasn't...  I will let you know what he finds.  So far, he said we have everything correctly and it should have updated the comments but it isn't.

Thanks for your input.

Cheers.

[Brian Lancaster]

The only other thing I could think of is that the users turned off that email under notification preferences.  But if this is happening to all your assigned to staff then that would mean everybody would have had do turn off the same notification.  That is why I did not mention it before.

[YaswanthKurre]

Hi Wright,

Try creating a inbound email action for reply email with required conditions.

create a Event and fire it from the inbound email action script. 

Create a notification - when an event is fired and select the event name. 

In whom to send selection check the parm1 to true.

[MWright1 · Accepted solution]

Thanks everyone.

This issue is now resolved.  We updated the Inbound Action - it gave this action a kick start.  For some reason, the action was not updating comments when it runs, even though the "action" says it has to.

It is now sending the notifications as it should.

Thanks.

[Prasanna49]

Hi,

Currently i am encountering this issue. And may i know what is the proposed solution to fix this issue.

Many Thanks!

Prasanna