If that mailbox is configured in helpdesk.

Can you point me to a KB article that explains these steps? Or maybe list the steps here? Thanks

It's only listed in the helpdesk documentation:https://kb.altiris.com/article.asp?article=40604&p=1

Okay. I added the email box in Helpdesk. But, I don't see anything in the user guide that explains how to have an incident created when an email is sent to that mail box.

I believe this would be done by one of the helpdesk rules. It's been awhile since I dived into it. I know you can't create a ticket directly from an email, but an incident rule may be able to it.

In order for an incident to be created once an email is sent to that email inbox you need to configure the NS to do so.



CONFIGURATION TAB:

Configuration --> Server Settings --> Notification Server Settings --> Incident Settings



Once there, check the box that says "Read e-mail from active e-mail inboxes."



The NS will create an incident for every email in the active e-mail inbox that you specified in the Helpdesk console. if you have an existing incident number listed in the subject of the email it will append that email as a comment to the existing incident. For that to work at a minimum you will need the # followed by the incident number. No space between the # and number. Example #1234.