How to send a response to the Owner of the Incident when an Incident is updated by the Email Listener?

Version 1

    Details

    This article has information on how to configure the HEAT Service Management system to send an email to the Owner of an Incident when it is updated by the Email Listener.


     


    Resolution

    Use the Status Mapping on the Incoming Mail Box.  For each Incident status it is possible to map it to a Quick Action to be run.


    The Quick Action can then be configured to Send an email to the Owner of the Incident.