By default, what happens if an email is received which has an Incident watermark?

When an email is received that has an Incident watermark, the system is designed to recognize this specific indicator, which signifies that the email is related to an existing incident. As a result, the corresponding incident record in the IT Service Management system will be updated based on the defined actions associated with that watermark. This could involve modifying certain fields, adding comments, or executing specific scripts relevant to the incident's context.

This behavior facilitates efficient incident management by allowing automatic updates to be made without the need for manual intervention, thereby streamlining the response process for support teams. The ability to program actions through scripting ensures that the updates are consistent and follow the business rules laid out in the organization's ITSM practices.

The other options do not accurately represent the behavior associated with the Incident watermark. For instance, resuming an SLA clock, auto-replies to senders, or resetting incident states to "attention required" do not align with the standard expected handling of such emails within ITSM frameworks.