Unable to reply a user who is not the part of user table when incident is created

[divyanaraya]

Hi,

We want to enable users who are not part of user table to create incident by mailing to the instance link.

Now incident has been created after receiving the mail. But how to enable a notification to that user that incident has been created.

I have tried creating a notification but that didnt send any reply to the user. Could you please help. below are screenshots of the notification i have created.

[Shubham_Jain · Accepted solution]

@divyanaraya check below if it helps: 

Recipient Configuration:

• Ensure that the email of the sender (non-registered user) is being captured.
• In the Who will receive section, set the Recipients to the Sender of the email.
• User criteria does not apply since the sender is not a user in the User table, so avoid selecting any specific roles or groups in this area.

[divyanaraya]

Hi Shubham ,

Could you please suggest on how do we capture the email of the sender.

Regards,

Divya

[divyanaraya]

Hi @Shubham_Jain  ,

I have created a string field to capture the email of the sender.

And this field is used under ' Who will receive' - Users/groups in fields.

After saving this notification, I have sent an email.

Email logs say , email is received and notification sent to user. But I have not received that notification email.

Please not emails sending/receiving has been enabled.

Regards,
Divya

[Shubham_Jain]

Looks like email is blocked at receiver end. Can you check with some other email ID once