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our web filter allows people to fill out a request to unblock. It sends an email to HEAT, which is caught by the Incident handler, since we only have one email listener set up.
We have a workflow that listens for a specific subject line, then creates a task, as so. You could use a task block instead.
Inside the If block:
Thanks for your answer. It is a very good idea. We are actualy using a xml parser to differ between attaching email to service request and incident. Therefore I can extend this parser to set a specific flag on incoming service request which triggers a workflow directly implemented in BO ServiceReq.