How to close incident through E-mail ?

geet · ‎08-04-2015

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 · ‎08-06-2015

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.

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DrewW · ‎08-19-2015

Is there a reason you do not want to implement something like I was suggesting? Or simply put a button (UI Action) on the form that executes the needed script to resolve and bypass the needed stages?

geet · ‎08-19-2015

Hi Drew,

I have applied a UI action but it is not working.

bernyalvarado · ‎08-19-2015

Hi Shikha, if you're taking this route, make sure you uncheck the client checkbox of your UI action.

Thanks,

Berny

geet · ‎08-19-2015

Yes Berny, It's working now. Thanks alot.. you always help me.

Kindly guide me that why it didn't work when i check the CLIENT checkbox.

bernyalvarado · ‎08-19-2015

Hi Shikha, great to hear .

A UI action is either a client side UI action or a server side UI action and that's determined by that client checkbox. If your UI action is a client one the you must use client side scripting such a g_form.getValue('field_name'); versus if your UI action is of server side then you can use current.field_name, which is only accessible for server side scripting.

Thanks,

Berny