question Re: When a user replies to closed incident how to send a notification as a reply to user's email ? in ITSM forum

When a user replies to closed incident how to send a notification as a reply to user's email ?

SSA1 — Fri, 09 Jul 2021 13:45:26 GMT

Hi,

I have configured a autoreply to send when the user replies to closed/resolved incident. I have followed these steps.

Created a Inbound email action.

And calling a event inside inbound email action

then create notification to send the email to user.

But this email sent separately to user how Can I send as a reply to after user's reply email.

Any guidance will be much appreciated!

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

Suseela Peddise — Fri, 09 Jul 2021 14:01:56 GMT

Hi,

You may try configuring 'Reply Email' type inbound action instead of email notification.

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

SSA1 — Fri, 09 Jul 2021 14:12:57 GMT

Then When I configure reply email , there's no place to add filter, to run Inbound action only when Incident status is resolved or close How can I achieve that

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

Bachu Lakshmi G — Fri, 09 Jul 2021 14:30:36 GMT

Hi,

Please refer below link, Previously same type of discussion done by the others. I think you find the answer for your question here.

https://community.servicenow.com/community?id=community_question&sys_id=ec20cf21db98dbc01dcaf3231f96195b

if it is helpful, Please mark helpful.

Thanks.

Regards,

Ganesh.

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

Allen Andreas — Fri, 09 Jul 2021 14:39:02 GMT

Hi,

I think people are missing what you're asking for.

You want the inbound email that is involved (so all contents, headers, etc.) to be used within the context of the reply to the user. So as if the system is personally replying to the user's email. That is not available out of box, but you could attempt to make it "appear" as if it was by taking the email via inbound action, checking if the record is closed, if so, generate event and then pass the email sys id (sys_email.sys_id) as a parameter in that event and then in your notification, use a mail script to query the email table, find the related record, then add your response and append the previous email body to your reply and send it back to the user. Furthermore you could append RE: to the subject line and copy the subject line as well.

That's about as close as you can get I believe.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

SSA1 — Mon, 12 Jul 2021 04:03:09 GMT

Thanks for the reply ! Can u please include some sample to refer, as I'm a beginner it will be very helpful!

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

Allen Andreas — Mon, 12 Jul 2021 13:29:40 GMT

Hello,

Please confirm from what I've mentioned, if that is what you're talking about?

Please mark reply as Helpful, if applicable. Thanks!

Re: When a user replies to closed incident how to send a notification as a reply to user's email ?

SSA1 — Mon, 12 Jul 2021 16:01:21 GMT

yes what u have explained above is the exact problem I'm facing! please give me some guidance since i'm a beginner