Incident Reopening via email reply to Resolution Notification

[ctoyer]

Is it the default, OOTB behavior that for ANY email reply to an Incident Resolved notification email, the Incident will be reopened?

I have seen many posts indicating that it should require "Please reopen" in the subject line, but I've seen no confirmation of which is the actual Out of the Box behavior.

Reopening with ANY reply doesn't make a lot of sense to me since there is also a reopen button in the very same notification email, and a user will often simply reply with "Thanks for your help", which in my opinion should not trigger an inbound action of reopening an incident.

Looking to know which behavior is the actual default OOTB.

Thanks.

[J_57 · Accepted solution]

No. The OOTB functionality will only reopen a resolved incident if

1. the email is found to be associated with an existing SN record
   and
2. the line please reopen exists in the subject

In the OOTB resolution notification, there is a mailto link in the body that if clicked, creates a draft message with the incident ref and the text please reopen in the subject.

To easily test OOTB functionality, I would recommend creating a personal developer instance

[ctoyer]

Thank you!