Inbound Routing Rules Query

[Jacopo Carraro]

Hello,

I have a quick query on setting up a new Inbound Routing Rules.

I know these rules can create new tickets, or update them, but I am unsure what the update function would do.

Would it just update the ticket with the body of the email, writing the content on the ticket's timeline, or is it possible to have a rule setup in a way that can be used to change the state of a ticket (E.g. change its state to closed).

Thank you.

[Steve Giller]

The Rule will update the Request.

What happens when the Request is updated depends on the configuration within the Service Portfolio under the Request Types' "Request Sub-statuses" section.