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Email notification to employee when respond to Resolved SR via email

in Help Desk

Summary:

Hi

We have requirement where employee should notify when he/she responds to Resolved SRs via email saying "SR cannot reopen, please login to Oracle and go to My help to reopen your SR".

Example/scenario

  1. SR created by employee/agent create behalf of employee
  2. Agent provide solution and Resolve SR
  3. Employee wants to reopen SR and replay via email
  4. Mail should trigger to employee saying "SR cannot reopen, please login to Oracle and go to My help to reopen your SR"

Can anyone help me with Groovy script.

Thanks

Vidya

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