Incident Email Reply Handling
Published Feb 15 2019 03:13 AM 138 Views
First published on TECHNET on Jun 04, 2010
One request that we get quite often is for the ability to process email replies from the end user.  The scenario goes like this…

The analyst needs more information from the affected user so he clicks the task ‘Request User Input’ on the incident form.  This allows the analyst to enter a comment or question.

When the analyst is done and saves the incident an automated workflow can send a notification to the affected user via email which will include the analysts question/comment.  See this blog post for more information.  .

Once an end user receives this email though there is no way for him to respond via email or even on the portal.  He would have to call into the helpdesk.

That's where this new solution that MVP Anders Bengtsson came up with comes in.  With a couple of VB scripts and leveraging the PowerShell cmdlets that his colleague Patrik came up with he is able to process email replies and change the status back to active so that the analyst knows that he needs to start working on it.

More information about Ander’s solution can be found on his blog here:

Thanks Anders!

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‎Mar 11 2019 08:28 AM
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