API - How to create a reply-to email when I create an incident through the Samanage API?

Hello THWACK community,

Currently, my team uses an email called "ecommsupport@company.com" which creates a samanage ticket and emails the team that the incident was created. The team also get emails when someone makes a comment or there is an SLA breach. Since there are limitations with this way of creating incidents (Not being able to set priority, subcategory, etc), we are moving to a custom form that creates an incident through the Samanage API. The API call successfully creates an incident and assigns it to the team; however, the team does not receive emails for it. Is there a way add this feature through the API call. Thanks.

Parents Reply
  • It's possible that you are not getting those emails because you are the one making the changes or adding the comment.  In your email notifications/templates section (Setup > Service Desk > Notifications), you can click on the email template and make sure the box for 'Include users that triggered the notification' is checked.