How to close incident through E-mail ?

[geet]

I Want that when my team gets an incident of Reset password in their queue, after they reset the password they should open a new mail in outlook and there should be specific keywords in that mail from which we can resolve the incident.

Kindly help me out what needs to be done in this case .

[geet]

Hi Everyone,

Thanks for your guidance.

Is it possible if we can give a checkbox on the incident form and when password reset ticket comes in my queue then after resetting password i will tick that checkbox and the ticket will get automatically resolved.

It should bypass all other status.

[DrewW · Accepted solution]

If you are looking for a quick resolve method then just create a UI Action called something like "Resolve Password Reset" for the list and just right click and select that.   Simple quick and easy.   You could even have the code just apply a template so you could just update the template and not have to update the code of the UI Action just in case things need to change.

[Freddy Largo2]

Hello @Drew Very interesting the answer but I don't have clear the concept yet. 

I want one button or link in the mail notification with the label "CLOSE INCIDENT" and I've done it with email script for "VIEW INCIDENT" and workd. How do I generate the mail from the customer to SERVICENOW after user's click? 

[bernyalvarado]

Hi Shikha Khanna, yes it's possible. You can accomplish that through a client script or through a business rule.

Perhaps the best way will be a client script on your check box the one should look something like the following:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

     if (isLoading || newValue == '') {

           return;

     }

     if (newValue){

           g_form.setValue('state',7);

     }

}

Thanks,

Berny

[geet]

Hi Berny,

i want to   write a script only for password reset incidents only.

1. i want that when a password reset incident comes, PASSWORD RESEET COMPLETED checkbox should only work in case of password reset incidents. for other incidents this checkbox shouldnot work.

2.when i am done with password reset, i will tick this Password reset completed checkbox and the inciden should bypass work in progress and pending stage and should jump directly to resolve state.