ITSM 7x: How to send an Email to an Incident Customer when a note is added, and published to self-service

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    Details

    It may be desired to notify the customer when a note is added to an incident, and the "Publish to self service" flag is checked. This way, the user knows to check self service if needed, and may see the note added by the service desk analyst.


    Resolution

    1. Add a relationship to Journal.Notes:

     


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    2. Make a new expression:


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    3. Create a business rule on Notes:

     



    3a. Create a new trigger for the business rule:


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    3b. Add a quick action to the rule:


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    And the message is successfully delivered: