CIS-ITSM Question #79: Real Exam Question with Answer & Explanation

The correct answer is C: New incident created from the message. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions: - Email reply: sending an email back to the source that triggered the action - By default, if an email has no identifiable watermark, an inbound email action c

Incident Management

Question

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

Options

ANew interaction is created from the message
BEmail is rejected and auto-reply sent to sender
CNew incident created from the message
DNew case is created from the message

Explanation

An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions: - Email reply: sending an email back to the source that triggered the action - By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message. - If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script

Topics

#Inbound Email Actions#Incident creation#Email processing#Watermark

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