Handling non-standard responses to MA and RA.
But the above assumes one thing of all environments and deployments - every single employee will read their email and hopefully understand that if they just reply to an MA/RA (based on the context of the message) nothing will happen. I'm curious how if at all, anyone is tackling this "blackhole" of responses.
I can only really think of a few ways out of this:
1. SMA runbook that acts as a secondary Exchange Connector looking for responses to MA/RA and then updates the parent WI.
2. SMA runbook that acts as a secondary Exchange Connector looking for responses to MA/RA and then updates a group of people (because in a cross-departmental SR, no one may be Assigned To the SR)
3. Include a link in the MA/RA notification that says "Responses are unmonitored, Click here to create a new request." and features similiar completed/rejected/completed HTML mailto links to generate an email that doesn't feature the work item number so at least the question gets created
It really seems like there isn't a universally good way out of this, but something is more than nothing. I'm just not sure what that something should be in this particular regard.