Auto response emails generation when responding to a closed incident.

[Deepika Gangra1]

We want users to receive an email when responding via email to an incident that is in the closed state.

[Siddartha B3]

Hi Deepika,

Yes, it is possible to configure ServiceNow to send an email to users when they respond to an incident that is in the closed state. Here are the steps involved:

Go to System Definition > Incident Management > Notifications.
Click on the Create button.
In the Notification Name field, enter a name for the notification.
In the Trigger section, select the When an incident is closed trigger.
In the Recipient section, select the users who you want to receive the email.
In the Subject field, enter the subject of the email.
In the Body field, enter the body of the email.
Click on Save.
Once you have created the notification, it will be triggered whenever an incident is closed. The users who you have selected will receive an email with the subject and body that you have specified.

I hope this helps!
Regards,
Siddartha

[Deepika Gangra1]

Is there any solution with inbound actions?

[Deepika Gangra1]

Hi @Siddartha B3 ,

Thanks for reply, I want to trigger a notification when user replied to closed incident. Above configuration will triggered a mail when incident state changes to closed.

Any idea about this?

Thanks

Deepika Gangrade

[sushma9]

Hi Deepika,

Please find the Attached Screen shots.