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]

What is not working about it?   Do you have a workflow that is running for the record?

[geet]

it's working now.

i unchecked the client checkbox in UI action

[bernyalvarado]

Hi Shikha,

Item #1) in can be accomplished with a UI policy. I guess you distinguish a password reset incident through the summary which states "Password Reset". If that's always consistent then you can use that as the condition for your UI policy and then manage from the UI policy the visibility of your password reset completed checkbox

Item #2 can be accomplished with the script shared before. This should be an onChange script on the Password Reset Completed field.

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

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

           return;

     }

     if (newValue){

           g_form.setValue('state',7);

     }

}

Thanks,

Berny