(Originally posted on 13, August 2015)email variables
Is there a way that we can use email variables to change an incident state/status?
Example: If a customer reply?s on an email and the body text has something like ##resolved. If SAMANAGE detects any ## command it will change the status/state of an incident from resolved to close.
This way the customer gives the approval to close an incident.
Other commands I can think off:
##update 12345 (request an update in incident reference)
##escalate 1234 (trigger a manual escalation process)
##reopen 1234 (reopen an incident in the specified time
## time 1234 2h abcd (adds time spent to the incident with short description)
The mail template can have a webpage link with all the variables and detailed explanations of each variable
|What problem will this feature solve?:|