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Level 7

How do I change the default ticket que for incoming email tickets

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How do I change the default ticket que for incoming email tickets

Should be simple right, can't figure it out 😞

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Level 12

The incoming email setup determines the tech group that tickets get assigned to when tickets are created via email.  You can also make the incoming mail specific to a request type.  It depends on how many ticket addresses you want.

https://documentation.solarwinds.com/en/success_center/whd/Content/Onboarding/WHD-GSG-SetUpIncomingE...

If they are being created through the web, then the request type and tech groups that support that request type help determine who gets tickets.

https://documentation.solarwinds.com/en/success_center/whd/Content/Onboarding/WHD-GSG-PlanYourReques...

Beyond that, you can also setup action rules that can do some reassignment based on the criteria you configure the rule for.

-j_a_catlin

Loop1 Systems: SolarWinds Training and Professional Services

View solution in original post

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Level 12

The incoming email setup determines the tech group that tickets get assigned to when tickets are created via email.  You can also make the incoming mail specific to a request type.  It depends on how many ticket addresses you want.

https://documentation.solarwinds.com/en/success_center/whd/Content/Onboarding/WHD-GSG-SetUpIncomingE...

If they are being created through the web, then the request type and tech groups that support that request type help determine who gets tickets.

https://documentation.solarwinds.com/en/success_center/whd/Content/Onboarding/WHD-GSG-PlanYourReques...

Beyond that, you can also setup action rules that can do some reassignment based on the criteria you configure the rule for.

-j_a_catlin

Loop1 Systems: SolarWinds Training and Professional Services

View solution in original post

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Level 7

Bump

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Level 16

Not sure if you mean changing the columns or creating a new column set.

neomatrix1217_0-1597807790894.png

 

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No, this has nothing to do with columns.

When we email it all ends up in one default ticket list for one tech.

I want to change the tech the emailed tickets are going to.

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