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Update incidents via email? (Log comments, status, attachments)

Question asked by MikeSec on May 21, 2018
Latest reply on May 23, 2018 by jmayer

I'm trying to make a workflow that will update incident tickets in Service Desk via email but I can't find the right documentation to help. I want my workflow to be able to log comments (internal and not), update incident status, and add an attachment to the incident (this would be a findings report in PDF or Excel format). I keep seeing Maileater thrown around but it looks like that's meant for configuring how Service Desk ingests inbound emails? But I imagine that's already an inbound interface ready for the purpose I'm asking about. Can anyone point me to the right documentation?

 

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