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Notifying Service Managers when email needs classifying

  • 1.  Notifying Service Managers when email needs classifying

    Posted Mar 19, 2012 10:32 PM

    I have a client that is transitioning from Helpdesk to ServiceDesk and their users frequently create incidents via email. A problem exists where users accidently send an email to ServiceDesk where the subject doesn't include New Incident or New Ticket. As these are legitimate incidents but in the wrong system I like the Service Manager to receive an email notification when one lands in the Service Managers queue. Where's the best place to do this if I wish to include the EM-???? ID?

    TIA

    Mark