How can I be notified when a customer replies to a message?

Here's a sample code to trigger a notification to be sent to the recipient specified in the Notification Preferences page when a customer replies to a message.

You can copy and paste this sample code in Application Composer > Objects > Standard Objects > Service Request > Message > Server Scripts.

/* DISCLAIMER: This trigger is provided only as a reference.
*  TRIGGER TYPE: Before Insert to Database
*  OBJECT: Message (child of Service Request)
*  Use Case: Send a notification to the assignee when a customer entry is created.
*  Note: You can override the Notification Text and Recipients using the Notification Preferences page.
*/
if (MessageTypeCd == 'ORA_SVC_CUSTOMER_ENTRY') {
    try {
 
        // Note: The notation ServiceRequest?.SrNumber is used because ServiceRequest is the parent
        // object of Messages. To access the other possible field names, expand the trigger box, click on fx,
        // click on Fields, and select the drop-down list from Message. Click on Service Request to see the
        // available fields. You must click Insert to correctly insert the appropriate field into your script.
 
        def messageText = "A customer entry was received for " + ServiceRequest?.SrNumber
        def recipientPartyId = ServiceRequest?.AssigneeResourceId
        if (recipientPartyId) {
            // Call to send notification
            adf.util.sendNotification(adf, messageText, recipientPartyId)
          //Log a confirmation that the notification has been sent. Logs can be viewed in 'Runtime Messages'.
         //println("Notification sent to " +  recipientPartyId + " because a customer entry was received.")
         } else {
         println("No Assignee associated with this SR")
         }
     } catch (e) {

     // Log the failure in groovy logging. Logs can be viewed in 'Runtime Messages'.
     println("Failure to trigger notification from Groovy Script " + e.getMessage());

// Throwing validation exception will show the message on the UI. This is not recommended for published sandboxes.
// The following code is one of many to illustrate identifying an error in trigger from UI.
// Replace <triggerName> with the trigger name you specified when creating this trigger.
// throw new oracle.jbo.ValidationException('Failure to trigger <triggerName> Notification from Groovy Script: ' + e.getMessage())
   }
}