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 .

[DrewW]

You need an inbound action, look at the Email Template "mailto.approval" and how it is used in an approval notification.   The have the Subject be something like "Re:${number} - Close Incident" and then create an inbound action looking for this in the subject.

[geet]

i haven't understood

[Uncle Rob]

Why not do it in the opposite direction?     Have the users close the ticket in ServiceNow and have the email send to the user.

[geet]

let me explain the procedure.

1. Helpdesk will create an incident related to "Password Reset" and will assign to my team.

2. My team will start working upon the incident and they just need a minute only to reset password. They will change its status to Work in progress.

3. Now they want that they will draft a mail in outlook to Service-now mailbox and through that mail they want the incident to get resolved.

4. in above screenshots, i have attached the format i want in Email and that incident screenshot explains the things that i want in my incident to happen when my team will drop an email to service-now mailbox.

i Want the status should change to resolve

sub-status = permanently resolved

Resolution code= others

Resolution notes: password has been reset.