How to link an email to the appropriate incident

[sonita]

If the incident is not resolved or not closed, I need to

1. link the inbound email to the appropriate incident,
2. Add the reply email (only) to the work-notes within.

Any help would be appreciated.

[sonita]

Sorry if I ask basic questions . So What you say is that i create a new script include and put the code inside. then can you pls tell me how to call it from inbound email ?

Put log statement and check which line is causing the issue.-------> not sure how to do that?

[Pradeep Sharma]

Hi Soni,

This is how you will make a script include call

new scriptincludename.updateincident(current); //Here replace scriptincludename with the one you create

now I am passing the current object to the method updateincident here