This is likely going to be very confusing so I will do my best to explain it fully. Currently, we are using a process designed to send email messages to the end user when an incident is updated with a specific email address as the sender. The process is the default process setup for the new incident templates that we have.
What I am trying to do now is create an inbound email setup so the end user can add a note to the ticket by replying directly to the email that is generated by the outbound email.
Here's where things get tricky, the process that I have created uses a different "Add Reminder" template that is formatted in HTML. Also, the email address that we were using will still be used by our analysts to create new incidents and a separate email address will be used for the outbound/inbound email settings to separate emails that should have automatic actions and emails that need to be actively monitored.
With that in mind, since the incidents that have already been created are already being processed by the default workflow, is there any way to change the process that they are using in able to have a more seamless transition to the new system or would I need to modify the current process to match the process that I have created in order for all old and new incidents to be able to have the inbound email work correctly.
I'm fairly sure that if I just cut over the inbound email would still process the email and add a note correctly on the original process, the issue is that I have created calculations on the new process to determine if it was created by an analyst or from the inbound email. The calculation then trims the text so only the end users reply is added to the note.
Any ideas would be great.