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Level 21

How to allow exceptions to accounts to create tickets via email?

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I have WHD setup so that new tickets can only be created via the Web Interface as can be seen below:

WHD Email Ticket Only.png

I do have some cases where I would like some of my systems to be able to generate alerts into the system and create tickets via email; is there a way to allow exceptions to this for situations such as that?  If not is there a better way to configure the system to get this desired result?

Thanks in advance for any help with this!

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Level 21

Ah, with your suggestion I actually found I can do it in exactly the reverse order and only allow it at the location level.  I didn't originally see it until your suggestion got me to looking at it again but in the tooltip it actually tells you that you can use the Location to override the settings.

WHD Ticket Creation Tooltip.png

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Level 13

This might work but i can't say for sure as I haven't tested it (but it looks promising):

You could enable that setting (Clients Can Create Tickets Using:   E-mail), then:

  1. Create a mailbox in your email environment for your system like:   IncrediblyUsefulSystem@mycompany.com.
  2. Create a dummy Client user for your system (or a general one like SystemRequestUser)
  3. Create a particular Request Type like:   IncrediblyUsefulSystemIssues
  4. Under Setup -> E-Mail -> Incoming Mail Settings   you would create a new entry there and define the Request Type that it uses to be that IncrediblyUsefulSystemIssues one that you made prior.

Now, any emails sent to that email address will create a ticket and assign it to that Request Type (which can be automatically assigned to a Tech Group of your choosing).

How to keep other users from creating tickets via email also?
From what I can see, the "Clients Can Create Tickets Using" setting can be overridden at the Location level.   So if your Clients have Locations you could Edit each Location to set that to only "web interface"

You might need to create a special Location for your dummy client user so that user doesn't get restricted that way.

Level 21

Ah, with your suggestion I actually found I can do it in exactly the reverse order and only allow it at the location level.  I didn't originally see it until your suggestion got me to looking at it again but in the tooltip it actually tells you that you can use the Location to override the settings.

WHD Ticket Creation Tooltip.png

View solution in original post

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Level 13

heh.. i totally didn't think about just enabling it in ONE Location. that's much more straightforward.

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Level 21

Well, I wouldn't have found it without your suggestion; sometimes it takes two sets of eyes to come up with a good solution!  I do appreciate the help!

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