How to update Service Requests via the Email Listener as well as creating or updating Incidents

Version 1

    Details

    Currently, we have an email listener which will pickup emails sent to it and record them with the incident if the incident is reference in the subject of the email. However, if a client responds back about a question from a service request, the system creates a new incident. We need it to record that response as part of the service request and not create a new incident. If possible, I need it to work through the same listener.


    Resolution

     

    Here’s how you can configure the email listener to accept updates to Service Requests. You can use the same listener for both Incident and Service Request, and set the listener to check first for a matching Service Request to update, and then fail over to update or create and Incident if no Service Request is found, using the following logic;

    1. If the email subject line has the text ServiceReq#, then the record is located and the email is attached to the record under Activity History. 
    2. If the record is not found or the subject line does not reference the Service Request ID, then a new Incident is created and the email is attached to the Incident under Activity History. 

    Example of Email Inbox Configuration for updating Service Requests 
     
     
    (PLEASE NOTE: Unique Key is cut off in the screenshot and should be ServiceReqNumber)

    For more information about configuring an inbox for Service Requests, see Defining Email Settings or Email Configuration in the online Help file.
    Here are the actual steps to configure. I would suggest setting it up in Staging and testing there first.
    1. Log into the Admin role
    2. Select Email Configuration -> Mail Boxes in the left column
    3. Click on the Inbox if there is more than one
    4. Select the Email Processor dropdown
    5. Set the Business Object to Other
    6. Set the Name to ServiceReq
    7. Set the Unique Key to ServiceReqNumber
    8. Check ‘Create Incident on Error’ (most incoming emails will do this)
    9. Set Record Marker to #
    10. Set Field Value Separator to $
    11. Save