Categorising emailed requests

[James Phythian]

Hi,

I'm creating projects to triage requests to a number of email resource accounts. I'd like to be able to have my service teams categorise incoming emailed requests according to what type of request they are or which area they fall under.

I would have thought I could use 'request type' for this purpose but this explanatory text when I hover over the request type of a particular ticket implies the request type can't and shouldn't be changed from 'Emailed request'.

Is there any way I can get around this or a more suitable field for categorising requests that have entered my projects via email?

[Marc - Devoteam · Accepted solution]

Hi @James Phythian 

There are multiple options for this,

1. Use components on you project, add components to created issues
2. Use labels, same as components, but case sensitive and any agent can create them
3. Create Custom Fields (I would use single select fields), with values that can be set on issues by agents

[James Phythian]

Hi @Marc - Devoteam I've tried creating some components but I can't see an option to assign components to an issue. For my 'emailed request' request type, I've configured it so that 'components' should appear in the 'Context fields' but still not sure where I would then go to assign a component to an issue that has already been created. Do you have any knowledge around this?

[James Phythian]