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I have it working this way:
We created a Boolean on the Incident Object called "NewIncomingEmail" that gets set to true every time a new email gets linked to an Incident with the "Incoming Email" Category:
This is done by having a boolean in Journal.Email called "Incoming" that gets set to true when a new email is created with "Incoming Email" Category:
Then gets pushed to the Incident "NewIncomingEmail" when linking:
Then, a Business Rule on Incident starts because of the "NewIncomingEmail" boolean gets set to true:
In that rule we run a "Composite Action" with two actions in it:
The first action is a run for child that makes sure it only runs for tasks that have an active Owner (Logged has no owner, and the other 3 states are actually finished, so no need for notifications, you can change that if you want):
The Action was created on the Task#Assignment object and is a simple "Send Email":
This are the links to open the task:
And to open the Parent Incident:
You could also add a few fields on Incident like "NewEmailFrom", "NewEmailSubject" and "NewEmailBody" and have them pushed on linking and then used for the email to have a more descriptive notification... I personally had no time for it back then.
The second Action is just to update the Incident and set "NewIncomingEmail" back to "False"
I did this long ago, so I might have missed something, if it does not works for you, let me know, because I have it working, so I should be able to find what I missed.
Hi Daniel, THANK YOU! Going to give your solution a try; looks straightforward enough.