I am looking into using the Email commands system with in SDP and our Network Monitoring software (Paessler PRTG).

I am looking for a solution that would create a request if a alarm is raised on the monitoring software but then resolves or closes the request if the alarm is fixed. So the process would be

1. Hardware fault detected
2. Command Email sent from PRTG to SDP
3. SDP raises a request with information from command Email
4. Technician informed of new request - normal procedure
5. Technician picks up request
6. Technician fixes problem
7. PRTG detects fault repaired/fixed
8. Command Email sent from PRTG to SDP with a close or Resolve command 

I think I can get the first 7 points sorted the problem comes at point 8, I take it that the close/resolve command would require the request ID or is there another way of closing/resolving the requests based on other criteria?

Thanks

Andy