Update existing record via Inbound Action without Watermark

[Josh80]

Hello

I'm sure this requirement has surfaced for other folks, but I can't find much about it.

REQ:

Update existing RITM or Incident from a 3rd party platform.

Subject should contain a reference to the 3rd party platform including the ticket number and kick off the inbound action

Script I'm assuming should query the table (ritm or incident), grab the value of a field and match against the ticket number in the subject

Anyone have any experience doing this?

Thanks in advance!

[Michael Fry1]

As long as it's coming from a valid users email (inbound email address matches user email address), and the subject contains the RITM, or Incident number, it should work without watermark. So you might have to create a user with the 3rd party email to get it to work.

[Josh80]

Hello Michael

That's the rub...there is no reference coming from the 3rd party tool.   No watermark, no reference.

[Michael Fry1]

So you could create a User with an email to match the 3rd party tool. But without a reference to the ticket number, or watermark, don't see how you could update any existing record.

[Josh80 · Accepted solution]

Actually just found this along with script using regex...I think I could get this to work.

Thanks!

Re: Re: Inbound Email Actions - able to match an existing incident based on a ticket number from pre...

****UPDATE**** I did get this to work along with the Cart API. Very cool!