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Re: Update Incidents Via Email



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Review the inbound email rule configuration work flow. BMC built the to create a new Incident or update an existing Incident to add a worklog entry. Modifying the fields you have listed will require additional parsing of the email body.
 
 
-----Original Message-----
From: Arner, Todd <TArner@GLHEC.ORG>
To: arslist <arslist@ARSLIST.ORG>
Sent: Fri, Nov 11, 2016 8:52 am
Subject: Update Incidents Via Email

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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
 
Thanks,
Todd Arner
Great Lakes

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