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Fusion Service: can’t change SR status on an inbound email reply (automation rule and Groovy)

in Fusion Service

Summary:

In Fusion Service (Redwood), we want a customer’s email reply to an existing SR to change its status to “Customer response received”, while the first (originating) email continues to set status to New. An automation rule using Thread Hierarchy Level = 2 and Customer Entry doesn’t fire, even though the reply shows level 2 (confirmed via postman). Groovy triggers on the Message object work for agent UI messages but not for inbound email messages. Is this a known limitation or a bug, and how have others solved it?

Content (please ensure you mask any confidential information):

Hi all,

We want to change the Service Request status when a customer replies to an existing SR by email, without affecting the first email that creates the SR. We’re on Fusion Service (Redwood UX, release [add release]). Our automation rules and Groovy triggers work for messages created in the agent UI, but we can’t get them to act on messages created by inbound email processing (created by

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