question To Set Automatic response to user on replying to closed Incident email notification in Developer forum

To Set Automatic response to user on replying to closed Incident email notification

Harsha M V — Fri, 05 Jan 2024 10:13:57 GMT

Hi All,

How to set auto-reply/notification to user/requester if he/she responds to the notification email which will be sent when the incident moves to Closed state.

Below notification is triggered when state changes to closed and user/requester gets this email with details.

Notification:

Your incident INC00001234 is closed

Here user is replying to this particular email, so if he/she responds to this we need to trigger one auto-reply notification with few details like Dont reply to this email and please contact Helpdesk.

How to achieve this. Please help with detailed steps

Re: To Set Automatic response to user on replying to closed Incident email notification

Dr Atul G- LNG — Fri, 05 Jan 2024 10:17:18 GMT

Hi @Harsha M V

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.

https://www.servicenow.com/community/new-delhi-snug/auto-response-emails-generation-when-responding-to-a-closed/m-p/2667735#:~:text=Yes%2C%20it%20is%20possible%20to,Click%20on%20the%20Create%20button.

https://www.servicenow.com/community/itsm-forum/when-a-user-replies-to-closed-incident-how-to-send-a/m-p/858998

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0777623