inbound email reply triggers notification in agent workspace

[michaelantoun]

Hello,

I'm new to ServiceNow and i seek your assistance.

Sometimes we compose emails from inside the RITM to the users replies us back.

What i need is to trigger a notification inside the Agent workspace "Provider notification" for the assigned_to agent to be notified when there is a reply.

[Dr Atul G- LNG]

Hi @michaelantoun 

Are you  not using Additional comments , customer visible to reply back to customers?

[michaelantoun]

Hi @Dr Atul G- LNG 

Yes we are but in some cases, i need to send an external email to a specific user  who is not the requester to get additional information to be able to proceed with the request.

Regards,

[Dr Atul G- LNG]

Hi @michaelantoun 

You can use compose email and add 

[michaelantoun]

Hi @Dr Atul G- LNG 

yes this is what we usually do to compose email. my issue i need the agent to be notified when there is a reply. i don't want to trigger an email notification but a provider notification inside the workspace. we usually compose emails in the RITM. i'm not able to create a rule that targets Email received in the activity.