How to add rules to to the Reopen incident links in the resolved incident email notification

[TJohns19]

Today users can respond to a resolved incident email notification and it will auto-reopen their incident.  

I have two issues.  1.  We want to restrict reopens to only email responses from the affected user or caller.  This would prevent incidents from being reopened from forwarded emails.  

2. We need to solve for when a user replies with "Thanks" or "My issue was resolved", etc.  Does anyone else address this with a better process?

[Runjay Patel]

Hi @ TJohns19 ,

using Forward and reply inbound action you can achieve it. Before update do glide record and check if ticket is already resolved. If it is resolved do not update ticket and send email back to requestor stating it is already resolve, if you are not satisfy with resolution you can open new ticket.

Or if you want extra check like email body contains "Thanks" keyword that also you can do.

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