Update requests with e-mail from external suppliers

[dwalby]

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

[Steven Boardman]

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?

Steve

 

 

[dwalby]

@Steven Boardman Thanks Steve, yes I use routing rules - I've enabled the setting.