Open and close incident from Inbound Email Action

[Alex Saager1]

Hi there,

I'm looking to open and close an Incident from an inbound email action, tried this with a business rule, but cannot get the incident to close and wondered what I'm missing:

Is this the best way to achieve this?

Many thank,

Alex

[Dr Atul G- LNG]

Hi @Alex Saager1 

Greetings!!

You want to close incidents which are open from Inbound action?

[Alex Saager1]

Hi @Dr Atul G- LNG 

Yes that's correct, we have incidents logged from an external system and the incidents just need to be logged for audit purposes no actual action is required on the ticket, so a pretty much straight open and close.

[Dr Atul G- LNG · Accepted solution]

Hi @Alex Saager1 

IN this case I prefer to use Flow designer to create the incident via Inbound.

I tested this manually and found that if you move incident from New - Close , the Res cat are mandatory, so please set those values as well and test.

[Alex Saager1]

Hi @Dr Atul G- LNG 

Using Flow Designer seemed to work perfectly, much easier than inbound actions.

Thanks for your help on this.

Alex