notification not able to receive when the use replied to active ticket

[Yougander patel]

A ticket is created.The user receives a notification email.The user replies to that email.The reply is captured in the ticket's activity log.However, the assigned to person does not receive a notification about that reply. and not updating in additional comments 

[Mark Manders]

Please provide more information, because this can be all sort of things:

• is there a notification for the assigned to?
• if there is: what are the conditions?
• if the condition has to do with comments being added, how can the assigned to receive anything if the comments aren't added?
• what does your inbound action/flow do? Is it supposed to update the comments? Because that will set the direction of troubleshooting/fixing.

We can't read minds and don't have access to your instance, so it is impossible to do anything else but guessing what is wrong.

[Yougander patel]

having created an Inbound Email Action Setup

created an Event

created new notification 

[kaushal_snow]

Hi @Yougander patel ,

If the user’s reply is captured but not populating Additional Comments, your inbound email action may not be correctly configured to add replies into that field. Please ensure the inbound email action for that table is set to create an activity log and to write replies into the work_notes or comments field.

Try this once and let me know. If you find this helpful, please accept this as a solution and hit the helpful button..

[Yougander patel]

(function processReply(current, email, action, event) {
// Match incident number in subject like "RE: INC1058194 has been created"
var subject = email.subject || '';
var incMatch = subject.match(/INC\d{7}/);

if (incMatch) {
var incNumber = incMatch[0];
var gr = new GlideRecord('incident');
gr.addQuery('number', incNumber);
gr.query();

if (gr.next()) {
// Append to Additional comments
var replyText = "Reply from " + email.origemail + ":\n\n" + email.body_text;
gr.comments = replyText;
gr.update();

gs.info("[Inbound Email] Added reply to Incident: " + incNumber);

// Fire custom event to notify assigned_to
if (gr.assigned_to) {
gs.eventQueue('incident.email.reply', gr, gr.assigned_to.toString(), replyText);
}
} else {
gs.info("[Inbound Email] Incident not found for: " + incNumber);
}
} else {
gs.info("[Inbound Email] No incident number found in subject: " + subject);
}

})(current, email, action, event);