Workflow and ServiceDesk Community

Can anyone tell me if this is easily achievable? I would image so...

Trying to organise our Service Desk so that when a Engineer receives an email to say that an Incident has been logged or assigned to him, he can simply reply to the email. The status of the Incident will then change to 'Responded' while his reply is attached to the history of the call.

Now the second part of that is already achievable, so i was hoping to find a component which i could add to the processmessage section of the Email Montior workflow project, where, once the email is checked to see if its an existing call or not, we could have the Status of the Incident changed from OPEN to RESPONDED

Would really appreciate a quick reply if any ideas?

Thanks Steve

Willing to accept the scraps :-p

It's difficult, if you want to use out of the box components.

Technically the "Set Process State/Status" component is what you are looking for as it allows you to modify the Status and Percent Complete of a ticket.

Anyway in reality you will need to modify the SD.Email.Monitor project which is of the type "Monitor Project". Unfortunately the "Set Process State/Status" component ONLY works in "Workflow Project" types, thus you can add it, but it will not do anything in the SD.Email.Monitor project.

The only way I have found to change the status in the Email.Monitor is via custom components which run a direct SQL modification in the DB (alter table statement).

However, do you happen to know what 'action' changes the status initially from OPEN to RESPONDED?

I've been trying to figure this out, but reclassifying an incident doesnt seem to have that effect....

Guys, any help appreciated

Cheers!

So a simple reclassify the Incident and click Save seems to do the trick.

You dont even need to make any changes, just re-save.