Additional Information Emailed and Documented in SM

One of the biggest problems we are currenty having with SM is ensuring that any additional information asked of or received by our internal clients gets added to the activity record of an incident. I have seen posts and demo's indicating the capability for clients to update incidents via email but I have not been able to find a discussion topic that describes how to configure the functionality.  I'm hoping someone can help me understand the configuration requirements or even if this is not possible.


I am also curiousif there is away outside of HP Collaboration that would allow those working on incidents to email out additional questions to clients.