Incident Response Not Updating Incidents

  • 5 September 2022
  • 4 replies

If a user responds to an email that is sent to them through SysAid the update does not appear on the Incident.  Is there a way to do this.  I have checked the email integration settings and it appears to be ok



4 replies

Userlevel 4
Badge +3

Hi Shaun Davies,

does the response not appear in the Message field, or does the status not change as intended, or does the admin or admin group not get a notification?

If you could describe something more precisely, we could help you to find a solution.


Hello Karlson

The response does not appear in the message field at all, the status does not change.  Admins do net notified.


Userlevel 4
Badge +3

Hi Shaun Davis,

can you check the following settings?



Userlevel 4
Badge +3

and here