Hi All,
Our instance will receive a 2 emails.
Requirement:
First email that our instance will receive email subject contains Critical or Error: this will trigger the automation of incident and incident task records.
Next is there will be a Wait for Condition this is part of the SLA and it will check the instance email logs if it received the Second email subject that contains Cleared. If the email has been sent, it shouldn't create a new incident record and the Wait for condition or SLA will stop.
But if it still didn't received the email the SLA will continue and then after 30 mins there will be an SMS that will send to a user.
Another thing is how will I know that the second email is connected to the first email? Any suggestion for this?
example of email (1st email)
Site:
Raised: (date && time)
Source:
Level:
Severity:
example of email (2nd email)
Site:
Raised: (date && time) - same to 1st email
Cleared: (date && time)
Source:
Level:
Severity:
Please help me with my requirements. Thank you so much
