Inbound email action to change incident state

Travers M · ‎07-16-2014

We've gone in and configured the system to allow incoming emails but only via reply. Now I'm faced with a different task. We have a state on the incidents of Need More Information which will pause an SLA. I need to add something that will change the state of the incident to a work in progress that will then resume the SLA as we are no longer waiting on the user. Is inbound email action even the best way to approach this or should I look elsewhere?

d_cammack · ‎07-16-2014

It might be as simple as this if the 'Need for Information' is a value of 4 and work in progress is a value of 2

if ((email.from == current.caller_id.email) && (current.incident_state == 4)){           


                 current.incident_state = 2;


   }

or if you use the state field instead of incident state:

if ((email.from == current.caller_id.email) && (current.state == 4)){           


                 current.state = 2;


   }

I hope this helps.

Best regards,
David

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Mateen · ‎07-16-2014

Hi,

I guess inbound email action can be a way.

First you have to define a Inbound action, and you have make sure that user send the emails in format so that your inbound action is triggered. Once the incident state is changed, rest all functionality of SLA is automatically handled.

Please check wiki for more information about inbound actions. If you need help I can help you to create one too.

Mateen

Travers M · ‎07-16-2014

With that said, would it have to be a separate inbound action or can something be added to the existing out of the box Update Incident one?

Mateen · ‎07-16-2014

Well it depends how you wan to handle inbound.

I would say its better use a new one, because it is specific to customer update.

Mateen

d_cammack · ‎07-16-2014

I think if it can be handled by simply adding an if/else statement to the current inbound action yet otherwise performs the same function, then I would not bother creating a separate inbound action because any future changes would have to be duplicated as well in each action. Personally, I would just add an if statement to check if the current incident state is set to "Need More Information" and that the email.from is the same as the caller on the ticket. If yes, then set the state to "Work in Progress" otherwise the state is left the same.

Best regards,
David