Notification when Email Received in Task

[Andrew Twist]

I would like to trigger a notification to the assigned to in a task  if an email is received for the task.  Is this possible to configure in system notifications?

[SatyakiBose]

Hello @Andrew Twist 

So if am correct, you want to trigger an outgoing mail for example, an incident, whenever a new mail comes with the subject line having the incident number.

OOB, when the affected user replies to the system generated email, the system will map it to the corresponding task record, based on the subject line, and the reference of the mail.

This should trigger a state transition on the task. For example, it the state was Waiting for User Feedback, it changes to Work in Progress after the mail is processed.

You can configure an email to be sent to the assigned to, when this state transition happens.

Note: You need to check in your instance, whats the state transition when a affected user responds to an email.

[Andrew Twist]

Thank you @SatyakiBose I am aware of the notification on state change but there are times in HR Service Delivery where we may not have the a state of Waiting for Feedback but be potentially receiving feedback from a task assignee so I was trying to see if there was a way to trigger based on the activity of "Email Received" which is showing in Work Notes.