Configure Inbound action

[chiragpathak]

Hi Community,

I have a requirement where I have to 

Configure/update an Inbound Email Action on the Incident table.

Add logic to:

->Validate if the sender has a specific email id given in the requirement.

->Match the incident using the watermark or subject line containing Incident number.

->Add the reply as a comment on the correct incident.

->The ownership (assignment group) must not change, and vendor (custom field referenced to company table) details are selected manually by the agent during the initial contact.

How can I do this as well as test it?

[Ankur Bawiskar]

@chiragpathak 

My thoughts

->Validate if the sender has a specific email id given in the requirement. -> you can use condition field in inbound action

->Match the incident using the watermark or subject line containing Incident number. -> this will be taken care OOTB by system using watermark for incoming email of type reply

->Add the reply as a comment on the correct incident. -> check OOTB incident update inbound action of type reply, this is already happening

->The ownership (assignment group) must not change, and vendor (custom field referenced to company table) details are selected manually by the agent during the initial contact. -> this you can handle at script of inbound action as per your requirement, you can decide what fields to update

If my response helped please mark it correct and close the thread so that it benefits future readers.

[chiragpathak]

Hi @Ankur Bawiskar ,

But wouldn't changing the OOTB make difference for incidents as well which could be generic working what I mean is wouldn't it effect the incidents where the condition is not required? 

And I cannot choose from in the condition so how do I specify the email condition?

As well as how can I test it when I do not have access to the specified email based on which the worknote is updates

[Ankur Bawiskar]

@chiragpathak 

you can have multiple inbound action of type reply and you can make sure they run based on your condition.

If condition is met that inbound action will run and get processed.

you can test the inbound by enabling send/receive email property in your dev instance.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[chiragpathak]

So @Ankur Bawiskar 

I can create a new update incident action and make changes accordingly. 

But how I give the conditions for it? cause that user is not in our instance.

As well as I do not have the access to the inbox of the specified email address so switching on email in property would not allow me to reply as that email id