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Add Assignment Queues in Email Management

Created: 08 May 2013 • Updated: 26 Aug 2013
jmankin's picture
3 Agree
0 Disagree
+3 3 Votes
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The default behavior for the Email Inbound Management workflow when selecting either "create incident quickly" or "Create Incident by setting priority" will default the assignment to whatever the default queue is, which in my case is our Help Desk. That is fine except if they are not going to work the incident they have to reassign the incident.  9/10 times A Help Desk knows where the incident should be assigned.

I would like to see a drop down for Assignment Queues on the "Create Incident by Setting Priority" page. This would allow us to assign the incident right from the EM process to the Team that can resolve the incident.

In short, My Help desk Team does not need to assign the incident to themselves just to reassign it 5 minutes later.

Thanks - Jack   

I do have this working in my test environment and i'm about to promote it to our production environment but I would like to see this added into future releases.