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Update requests with e-mail from external suppliers


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Hi all,

We have an 3rd party external supplier who we raise support requests with, when raising the request with them we use the mailbox within Service Manager and put the Incident/SR reference in the subject. Is it possible to automatically update the request in Service Manager with their responses?

I have them setup as an organisation in my instance with the support e-mail address saved.

Thanks in advance

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Hi @dwalby do you allow customers to update their requests via email? and so do you have a routing rule set up to update a request if the incoming email contains the request reference number? this sounds just like an extension of this?

One thing to check, is if you have the following setting enabled?





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