Notify the fulfiller when a customer replies to an email

[Nicholas Hromya]

Hello everyone,

When a customer replies to an incident notification, I want a notification (additional comments) to go to the assigned fulfiller.

I thought I found the solution here:

Solved: Send notification when user responds to email noti... - ServiceNow Community

However, that simply has the inbound action - not active - saved - active.  This didn't work for me.

I also tried adding an event to the inbound action Update Incident (BP).

as

gs.eventqueue(incident.comments), current, email.origemail, email.body_text;

I see the inbound email, I see the inbound action triggered, but I don't see the event triggered.

I think my gs.eventqueue is wrong.

[Rafael Batistot · Accepted solution]

hi @Nicholas Hromya 

your gs.eventQueue syntax is off. In ServiceNow, gs.eventQueue() always takes 4 parameters in a fixed order:

gs.eventQueue(eventName, gr, parm1, parm2);

• eventName → string (the name of the event you registered in System Policy > Events > Registry)

• gr → GlideRecord of the record the event is about

• parm1 (optional) → string parameter you can pass (shows up as event.parm1)

• parm2 (optional) → string parameter you can pass (shows up as event.parm2)
  

May you try use in this format 

gs.eventQueue("incident.reply.received", current, email.origemail, email.body_text); 

[Nicholas Hromya]

Thank you for the example!  That really helped.  I did put the ; at the end, but I needed not do that as I put it in the if statement near the end as

    if (gr.canWrite())

    gs.eventqueue("incident.commented", current, email.origemail, email.body_text);

        gr.update()

        ;

I had to remove the semi colon at the end of the gs.eventqueue (I think that's what made it work).

[Nicholas Hromya]

Hello @Rafael Batistot (and others).

Thank you for helping me correct the syntax.  However, the email is NOT going to the customer; it is going to the fulfiller. 

Do I have my gs.eventqueue in the wrong area (in the wrong part of the If statements?) of the inbound action?

This is how my inbound action looks now:

gs.include('validators');

if (current.getTableName() == "incident") {

    var gr = current;

    if (email.subject.toLowerCase().indexOf("please reopen") >= 0)

        gr = new Incident().reopen(gr, email) || gr;

    gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

    if (gs.hasRole("sn_incident_write") || gs.hasRole("itil")) {

        if (email.body.assign != undefined)

            gr.assigned_to = email.body.assign;

        if (email.body.priority != undefined && isNumeric(email.body.priority))

            gr.priority = email.body.priority;

    }

    if (gr.canWrite())

    gs.eventqueue("incident.commented", current, email.origemail, email.body_text)

        gr.update()

        ;

}

Thank you in advance.

Nick