Dear Ahmed,
I am not able to reach my test environment but I believe this method will be helpful for you:
You have already created an incident based on the received e-mail. So you have the body, attachments, subject and sender e-mail address in your incident.
You can create an Rule (incident rule) and refine your rule conditions to match those type of incidents (like incident name, incident type, sender e-mail etc.)
This Automatic Rule can trigger a simple workflow which collects information from the incident if necessary and call Outbound Email Sending function to send and e-mail to original sender of the initial e-mail.
You can add a note to the same incident with the content of the outbound email sent. So that you can track the history in the Notes tab of the same incident.
I am away from my test environment so I could not create a demonstration yet. I hope the idea helps.
Best
Aydin Kucukkarakas
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Aydin Kucukkarakas
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Original Message:
Sent: Wed February 09, 2022 08:45 AM
From: ahmed abushanab
Subject: Send email reply to "Original ingested email" - Maintaining Mail thread
Hello,
Using Outbound email connector, is it possible to send out an email as reply to Original email that ingested in resilient and created an incident?
the flow is :
1- ingesting emails in resilient.
2- parse it and create an incident.
3- "the needed action" - Send an email as a reply to the original email as acknowledgment of receiving the raised request.
Currently I am sending some data from Original email, in a new email to be used as a refence to the sender - like info. of what this acknowledgement is about.
Any Ideas to achieve a real reply email please?
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ahmed abushanab
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