Incoming Emails to my helpdesk email address keep auto assigning to a particular Request type How do I change this? No matter what I put in the subject they all come in auto assigned to my Email\Outlook Request type?
Hi
In the incoming mail settings (Setup> E-Mail> Incoming Mail Accounts) there is a Request Type drop down- is it possible this has changed so that everything coming in is being logged as that Request Type?
Ok I see that setting now and that is the request is defaulting too. It is not letting me leave it blank however. If I don't want the emails to default to a certain request type how would I do this? Would I have have to create a "unassigned" request type and set that?
Yes, something like that will work. we have a "New Email Ticket" request type which makes sure these get picked up and assigned under the correct category by the Helpdesk.
Thanks
Can you please describe to me how the "New Email Ticket" request type would be setup?
Chad
Hi Chad
Sure, it's literally just a Request type called New Ticket which is assigned to our level 1 Helpdesk Tech group. We have it set to High priority so they will start sending out alerts if they don't get picked up from the queue & reassigned within an
hour, also there is an action rule which changes the status back to Open if anyone tries to close it without changing the Request Type to something proper. Hope this helps.
