Update a request from an inbound email

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 action.

Procedure

  1. Navigate to System Policy > Email > Inbound Actions.
  2. 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.

  3. You can use the email action as is or modify it to meet the needs of your organization.

What to do next

For more information, see Email notifications.