Inbound Email Actions allow users to log or update incidents on an instance via
email. The Inbound Email Action parses the email and responds using a script.
By default, an email received by the instance creates a new incident, sets the
Contact type field to Email, and adds the body of the
email to the Additional Comments field. More refined Inbound Email Actions can
create incident tickets with more data, thus saving the incident management team
The following Inbound Email Action applies to email replies. Normally, when a user
responds to an email sent by the instance, the inbound email action will match the
watermark to an existing incident, and update the incident rather than creating a
new record. However, if the watermark is missing, this Inbound Email Action will
attempt to match a reply to the original incident.
To define an inbound email action for replies: