Using the Text API › Text API › How to Set Up Notification Replies to Update Tickets › How to Set Up a Reply to an Incident Notification Example

How to Set Up a Reply to an Incident Notification Example

This example shows how to set up a reply to an incident notification.

To set up a reply to an incident notification, do the following:

1. Create a mailbox rule using the following fields and values:
   • Filter—Body contains
   • Filter String—%Incident:{{object_id}}%
   • Ignore Case—YES
   • Action—Update Object
   • Action Object—Incident
2. Create a notification phrase that includes the rule as follows:
   • Symbol—Incident Reply
   • Code—IncidentReply
   • Active—Active
   • Description—Comment that embeds the reply for an Incident/Problem/Request.
   • Phrase—In order to add a comment to your @{call_req_id.type.sym}, just reply to this email or include the line below (on a line by itself):

     %Incident:{call_req_id.ref_num}%
     

     Note: In auto-reply text of the mailbox rule, omit the call_req_id. prefix. This prefix applies a context which the mailbox rule text is already in, and such a context change is not valid when already acting within that context.

3. Create or update a message template that uses the notification phrase as follows:
   • Notification Message Body

     This is a simple notification.
     @{notification_phrase[IncidentURL1].phrase}
     

4. Update the mailbox rule that you created in Step 1 to specify the message template that you created in Step 3, as follows:

   Message Template—mailbox rule name