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.

[Deepika Gangra1]

Thanks sushma for reply, 

I want to send notification when user replied to closed incident. And this is auto generated mail. Can you help me for this.

[Nakka Bhavani S]

Hello @Deepika Gangra1 ,

You have to create an Inbound email action to achieve this functionality.

You need to know below information here to proceed further with the implentation of this inbound email action such as

1. How the user send email?

  - Will they respond on email chain related to Incident(replying to the existing email sent to user from ServiceNow earlier)  OR

 - Will the end user create a new email and send it to ServiceNow 

                 - If User send a new email then you need to make sure that reference to the related incident (ex: Incident number etc) so that you can identify and check if the incident is closed or not.

based on the above you need to setup the condition in inbound action when to trigger as Type is New or Type is Reply.

In the script section you have extract the reference related to the Incident (ex : number), Then GlideRecord Incident table and see if the incident is closed or not. If it is closed then send your desired email using eventQueue from the inbound action itself,

Check out the OOB Inbound actions in your system to know how they work. 

Let me know if it helps.

Thanks,

Bhavani.

[Deepika Gangra1]

Hi Bhavani,

Thanks for the reply, how would i call event in inbound? Could you please help me the scripting part for this.

Thanks in advance 

Deepika 

[sushma9]

Hi Deepika,

Please find the process and Notes.

[Nakka Bhavani S]

Hello @Deepika Gangra1 and  @sushma9 ,

Please check below URL

https://www.servicenow.com/community/developer-forum/send-an-email-notification-using-inbound-email-....

Hope it is helpful.

Thanks,

Bhavani.