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Close incident by email without knowing the internal ID

Radek_Novak Member IT Monkey ✭

September 2023 in General Discussion

Hi community, has anyone dealt with this process?

Example:

The mobile provider (for example AT&T, but it doesn't matter) sends his ticket ID123454321 (current service unavailability in locality) by e-mail

We create our incident in the system with our id IRxxx - no problem.

Mobile provider sends ticket ID123454321 is solved, service is available there

Now we would like to automatically resolve our incident...

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Simon_Zeinhofer Customer Ninja IT Monkey ✭✭✭✭

September 2023 edited September 2023

@Adam_Dzyacky 's SMLets Exchange Connector addresses that issue. We use it for an external ticket system too, with updates,resolution etc. and it's working really really well.

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Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

September 2023

Yup. This is part of Custom Rules so you can sync external systems to manage Work Items or Configuration Items.

1
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Michal_Kadavy Customer IT Monkey ✭

September 2023

Thank you both for the advice, we will look into it.

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