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Update Incident status via mail in case of maileater

Question asked by Mauritius-Telecom-Support on Jul 18, 2018
Latest reply on Jul 24, 2018 by Paul_Coccimiglio

We need to change incident status to a particular value whenever mail is received from end user. For us, incident is created whenever mail is received and during incident creation status is set as per the "TextAPI Defaults" mentioned in create mailbox rule. But update mailbox rule is not changing incident status. Kindly suggest how "TextAPI Defaults" are defined in case of update or anyway of changing incident status based on reply to a incident.