Email Notification when reply email arrived into incident
I am hoping someone can help me with the customization to get ServicDesk to notify workers when a reply from an email comes into a incident. I have tried to follow Symantecs documentation in HOWTO30369 but struggling with some of the components not giving me variables Symantec says to use (ex. Step 4. not seeing the AssigneeEmailList). I also looked at the foumn thread below but didn't see any instructions on modifing the workflow. Has anyone got this working on 7.1 SP2? Really think this is bad of Symantec to not have this built in as it results in the delay of resolving issues when a reply will sit in a incident for hours before a technician will realize the user has replied. Any help would be GREATLY appriciated. Thanks.