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Update Incidents Via Email


I am trying to determine if there is a way to update an existing incident via email using out of the box functionality.  I understand how to create incidents and update the work info of an incident via email, but I am not seeing a way to update the incident itself.  We are looking for a way to update the Assigned to Group, impact and urgency fields via email.  I have some ideas of how I could do this through custom workflow but wanted to make sure I am not overlooking out of the box workflow.  Is anyone aware of a way to update an existing incident via email using out of the box workflow?  Thanks in advance for any input.


ARS 8.1

Mid-Tier 8.1

SQL 2008R3



Todd Arner

Great Lakes

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