Requests can be automatically updated from the information in inbound email replies
as long the functionality has been enabled on the SM application's configuration screen and
the emails are sent to a mailbox defined by criteria in the appropriate inbound email
Navigate to the inbound email action called Update [application
name] Request and click its Name.
The update inbound email action record opens and displays the default
conditions that trigger the inbound email action.
When an email reply is
received in the mail list defined by the criteria in the email action, the
associated request is opened and update information is added to the
Work notes field.
You can use the email action as is or modify it to meet the needs of your
For more information,
see Email notifications.