question Auto response emails generation when responding to a closed incident. in New Delhi SNUG

Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Mon, 11 Sep 2023 12:15:42 GMT

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

Re: Auto response emails generation when responding to a closed incident.

Siddartha B3 — Mon, 11 Sep 2023 12:52:14 GMT

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

Re: Auto response emails generation when responding to a closed incident.

sushma9 — Mon, 11 Sep 2023 13:10:41 GMT

Hi Deepika,

Please find the Attached Screen shots.

Re: Auto response emails generation when responding to a closed incident.

Nakka Bhavani S — Mon, 11 Sep 2023 13:30:53 GMT

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.

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Mon, 11 Sep 2023 13:39:37 GMT

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

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Mon, 11 Sep 2023 13:40:56 GMT

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.

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Mon, 11 Sep 2023 13:41:20 GMT

Is there any solution with inbound actions?

Re: Auto response emails generation when responding to a closed incident.

sushma9 — Mon, 11 Sep 2023 13:48:33 GMT

Hi Deepika,

Please find the process and Notes.

Re: Auto response emails generation when responding to a closed incident.

Nakka Bhavani S — Mon, 11 Sep 2023 14:01:35 GMT

Hello @Deepika Gangra1 and @sushma9 ,

Please check below URL

https://www.servicenow.com/community/developer-forum/send-an-email-notification-using-inbound-email-action-through/m-p/1420431.

Hope it is helpful.

Thanks,

Bhavani.

Re: Auto response emails generation when responding to a closed incident.

Nakka Bhavani S — Sat, 16 Sep 2023 06:36:51 GMT

@Deepika Gangra1 @sushma9 Could you please mark my answer as helpful if your issue is resolved?

Thanks.

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Mon, 18 Sep 2023 06:00:34 GMT

Hi Bhavani,

Please see the screenshot below and let me know what changes needed

Thanks

Deepika

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Wed, 20 Sep 2023 10:25:08 GMT

Hi @Nakka Bhavani S

Are you able to get the above issue in attached screenshot?

Thanks

Deepika Gangrade

Re: Auto response emails generation when responding to a closed incident.

Nakka Bhavani S — Thu, 21 Sep 2023 11:01:08 GMT

Hello @Deepika Gangra1 ,

In the notification, I couldn't able to see who will receive section, If you can show that that would be good.

Second, gs.eventQueue() - takes fours parameters,

Name Type Description

name	String	Name of the event being queued.
glideRecord	Object	GlideRecord object, such as "current".
parm1	String	(Optional) Saved with the instance if specified.
parm2	String	(Optional) Saved with the instance if specified.
queue	String	Name of the queue.

example:

gs.eventQueue('event.name', GlideRecord, parm1, parm2); // standard form

gs.eventQueue('x_58872_needit.overdueNeedItTask',current,current.number,gs.getUserName());

if you set users or groups in who will receive section your above configuration should work.

if you didn't set them then you have to configure who will receive by checking either of Param1 contains recipients or Param2 contains recipients checkbox. Also make sure your inbound action is being triggered by adding some gs.info() logs and check in logs whether the inbound action is triggered or not.

Hope this helps.

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Mon, 25 Sep 2023 08:06:30 GMT

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

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Wed, 27 Sep 2023 09:57:17 GMT

This is not working for me. Can you suggest please.

Re: Auto response emails generation when responding to a closed incident.

Deepika Gangra1 — Wed, 27 Sep 2023 12:21:30 GMT

Hi @Nakka Bhavani S ,

please let me know which part is missing , why notification is not getting triggered.

Thanks in advance.

Deepika