notifications on ticket update via email

[max_danielewicz]

Hi All,

this question should be straight fwd.

some times emails are sent to the caller from within the ticket. What i would like to know how to do to notify the assignment group once the caller replies to the email and the email is attached to the ticket.

any ideas?

regards,

Max

[Ajaykumar1 · Accepted solution]

Hi,

You can create a new Notification on Incident table. This will trigger for assignment group on condition:

Send When : record is updated

Comments changes & Updated By : is same as : Caller  

Regards,
Ajay

[Pranesh072]

You can update the addtional comments field with user;s email by using inbound action.

OOB when end user udpates the additional comments it will send notification to assigned to.

https://[instance].service-now.com/sysevent_email_action.do?sys_id=0d51edbac0a80164006963b000ff644e

You can do the same by create a notification for assignment group.