Updating a Service Request via Email

Service request records cannot be created from incoming emails; they can only be updated from incoming emails.

• The corresponding field names and field values in the record are updated from the email and the email is attached to the record under the Activity History tab.
• If the email body does not contain valid field names and field values, then an attempt is made to search for the service request from the service request ID is in the subject line; then the email is attached to the record in the Activity History tab.

If HEAT cannot locate the service request record, the system creates a new incident is created and attaches the email to the record.