Send notification when user responds to email notification

MWright1 · ‎01-21-2021

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 · ‎01-25-2021

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.

View solution in original post

Vinoth Sankaral · ‎10-23-2023

We are facing similar issue, can we have the update you made to the Inbound Action?

MWright1 · ‎10-23-2023

We simply de-activated, and click update. Then, re-activated, and click update. Hope this is the same case for you.

Vinoth Sankaral · ‎10-23-2023

Thank you, I think found what is happening.

Reply from a licensed(ITIL/Business Stake) role user creates 2 activity a. Email received & b. Additional comments, so the OOTB inbound action "Update Incident (BP)" is working and notifications are going out based on 2nd activity Additional comments

Reply from a non-license user creates 1 activity which is just Email received. System is not adding Additional comments since the user is not authorized to view or update the incident record.

Is there any other option to send notification based on activity "Email received"? I don't see a condition for it.