Ok I looked through the remedy guide and determined that Modifying an Incident using an email template doesn't work unless Remedy itself sends a reply back to an email submit.
So there's no way for me to use the modify template for a support staff to close a ticket via email. Using the email engine modify instruction that is. So is a possible solution to create a staging form that accepts an email submit and it matches up the INC# and modifies it accordingly? Or is there a better way? Thanks _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
