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Notification when Email is Received

Michael Sharp

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Hi all,

Is it possible to generate a notification for a team or owner of a ticket when an auto response is posted to a ticket?  This is when an email has been sent from the ticket and returned by the user via a routing rule.  At the moment, emails received onto the ticket are being missed by our engineers.

Regards and thanks,


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Hi @Michael Sharp

Yes this is possible - we are doing it on our instance.

 I think the option is in Admin - Servicemanager, see below:

Notification type for automated new requests and updates to requests via email

We have chosen "email-only"

This returns an email from no-reply@live.hornbill.com - example below

From: noreply [mailto:noreply@live.hornbill.com]
Sent: 28 September 2017 07:49
To: Gani, Nasim Nasim.Gani@brent
Subject: Request IN00119862 has been updated via email


Request IN00119862 which is assigned to you has been updated by email.


Last Update:

Email Update by J K Rowling  RE: IN00119862 Help Me update bah bah bah




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