How to reopen a CLOSED incident when receiving a new related email

Version 1

    Details

    By default, when an incident is closed and a new email with the same subject is received in the inbox, a new incident with that subject is created. However, we want to reopen the former incident instead of creating a new one.


    Resolution

    1.- We need to allow the role "Admin" that the user "InternalServices" is using to modify the incident that are in the final state, "Closed" in this case.
    NOTE: Once this option is enabled, any user that access HEAT with the "Admin" role will be able to reopen a "Closed" incident.



    2.- Create a Quick Action for the Incident business object that changes the Status of the incident to Active



    3.- In the Mailbox Listener configuration, add a "Status Mapping" that will execute that Quick Action for the Closed incidents