is possible update status or group in a incident by ticket url from email notification adding some arguments, want to confirm incident closure form email.
Unfortunately its not possible to do that via URL, however, you can use what we call MailEater functionality to do this. Maileater allows service desk to check a mailbox (or multiple mailboxes) and parse emails, then act upon them based on mailbox rules that you can configure. You can update tickets in SDM using email by specifying certain attributes in the email which would update those fields on the ticket. Take a look at this section of the documentation for some info: Define a Mailbox - CA Service Management - 14.1 - CA Technologies Documentation
I hope this points you in the right direction to and option that may work for you
Have a great day!
well if you want to do two part closure and confirm the closure after you have send a close request notification.
you can eventually add a tag for the status in your close request notification like:
howver the downside of this is that any reply to that email will close that ticket when that tag is present so an end users replying no with this tag present will have his ticket closed.
With the url this is possible to preset the status but users will arrive in the ticket form in edit mode and then will have to click on the save button.
There is no easy way to bypass this without some customization like passing eventually a specific variable and force a pdm_submit base on this.
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