We need to update additional comments when user reply to service now notification

[GSReddy1]

Hello Team,

When service now sends the notification when incident is created and end user will reply to that notification and that reply is showing in incident with Email recieved. We need to update the assignment group and assigned to user that email received via additional comments updated.

How I can notify the requested group and user that email received thing via notification. 

Thanks in advance.

[SatyakiBose]

Hello @GSReddy1 

Firstly you need to make sure that the group that you are talking about has an email configured.

You can find this by opening the user group record, and checking the group email field:

Next you need to configure an email notification based on the condition.

Now obviously when an inbound email is processed, the email body goes as the comment for the incident.

So your notification condition should preferrably be: 

Now coming to who will be receiving this email.

You need to use the Users/Groups in fields as configure it as below:

This configuration ensures that the email is sent to the group email inbox, as well as the individual users in the group.

Hope I was able to clear your doubt.

[GSReddy1]

Hello @SatyakiBose ,

Thanks for your reply, i implemente same but not sending notification as additional comments updated when e-mail is received.

[SatyakiBose]

@GSReddy1 

• Can you confirm that email sending is enabled on your system.
• Can you attach an screenshot of your notification config.
• Please verify is the group has an email.

[GSReddy1]

@SatyakiBose ,

Yes, emails are enabled, I can see the logs I'm testing in non prod instance.

#If group and user has valid email addres