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

divyanaraya · ‎10-08-2024

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 · ‎10-08-2024

@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.

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Shubham Jain

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divyanaraya · ‎10-10-2024

Thanks @Shubham_Jain its working now

Shubham_Jain · ‎10-10-2024

Thank you @divyanaraya! Glad that it helped!

Hit the Helpful if solves

✔️ If this solves your issue, please mark it as Correct.

✔️ If you found it helpful, please mark it as Helpful.

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Shubham Jain

Amit Verma · ‎10-09-2024

Hi @divyanaraya

You can create a flow for your requirement. Keep the flow trigger to email received. Inside the flow, make use of Create Record Action to create the incident. Post incident creation, you can make use of Send Email action to send email back to the caller.

Thanks and Regards

Amit Verma

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