Changing the state to Active when user replies to email

[Khozema Attar1]

Hello Experts,

We put the incident in Awaiting User Info state when we need information from the user and send the email to the user requesting for further information.

When the user replies to the email, the incident state remains in Awaiting User Info state and we have to manually change the state to Active.

What we need is when the user replies to the email asking for further Information , the incident state should automatically change to "Active" from "Awaiting User Info".

Any Suggestions on how it can be achieved.

[Aakash Shah4]

Check the Incident Updated Inbound Action

[Khozema Attar1]

What is the name of the inbound action?

[Aakash Shah4]

Check you inbound actions by navigating to System Policy -> Inbound Action

Check this image for clarification

[Khozema Attar1]

When the end user replies to the email then only the state should change to Active.

if (!gs.hasRole("itil") &&current.state == 4) //state vale for awaiting user info

      current.state = '2';     //state value for active

  current.update();

}

Will this work in that case?