ServiceDesk

Hi All, 

I want to know if it is possible to automatically close inicidents using rules, for example when I send an email to the service desk incident management monitor with some parameters in the subject of the email it automatically create an incident, so I want to how to automatically close incidents sending emails to the inbound email monitor. 

Thanks in advance!

You could take a look at the following project and see how it is configured and replicate.

https://www.symantec.com/connect/downloads/close-processes-servicedesk-workflow-75

Send Complete Message allows closing of tasks but can be problematic

Options available are to close the open task then call the abort workflow to make the process has closed too.

There is also 'Submit Request > Administrative Service > Resolve/Close Multiple Incidents'

Thanks Alex, 

But actually the thing that I want is when I send an email to the inbound monitor with some characters in the subject the system automatically create the ticket and closed. 

For example when I sent an email with the subject ES\ I created a rule for creating a ticket, assing that to a technician and to send to specific queue with a open status. 

So I want a way when I send and email with the subject for example ESC\ create a ticket and assing that to a technician and at the end the status of the ticket should be closed

Yes I checked that,  is there anyway to use that using the sending email option? I mean to close tickets with the emails rules?

Is this create a new ticket and automatically close it or create a ticket, work on it then send another email and if it has the switch close the ticket?

One way or another you would have to build a custom project for that purpose, either building on customizing the SD.Email.Monitor or a completely custom project.

The project in Bulk Closure article is for the purpose of always making the tickets closed, forcefully, if needed. I would not recommend to use the same approach for tickets that are functional and for the use case of closing with e-mail that I assume would become fairly normal procedure.

The 'good' way to do this is with 'Send Complete Workflow Message' component that is able to send a message to the Work Incident task to pick up.

Using this is straightforward enough only in specific circumstances. Namely, you can close get incidents in 'Work Incident' stage - with the functional 'Work Incident' task. You cannot do the same with Incidents in other stages/tasks like on Hold or in Confirmation. Any other stages, additional tasks etc will pose a serious problem as Alex can probably attest to.

However, doing this does require understanding how processes and tasks work and good ability to build Workflow projects and integrate these into ServiceDesk. What I am trying to say is you would have to do serious testing messing with process by external means.