I know that we did this in 7.1 and that there's a great document on what to change/add in the EmailMonitor workflow to make this happen. What we'd like is this same functionality in 7.5. I could modify the same workflow and place most of the same components to make it happen but what are others doing? Is there a rule built-in that I'm just missing (I could do onIncidentEdit but don't want to email on every edit). Do we create a send to workflow somehow or some other method? Any feedback would be great.
You need to create a WF for this and then use rules to execute it. See article:
https://www-secure.symantec.com/connect/downloads/send-incident-workflow-automation-rule-example-notifying-users-comment-added
And that's close to what I was looking for. This does an email when there are comments but the emailmonitor workflow doesn't add the entry as a comment. I'll play around a bit and see what I can do with it.
You need to make a single modification to the E-mail monitor project so that e-mail replies get saved as a comment instead of a process message.