E-mail lands at queue (not in incident)

Smartmind Admin

Hello,

I've succesfully set up that an e-mail creates a new ticket, that works well.

I'd like to achive that this creates an incident, but whatever I choose at " Incoming Mail -> Issue Type " new ticket lands at queue.

Is there anyway to set this?

Thanks!

 

Jack Brickey

So what defines an "incident" here? Is Incident associated w/ Opsgenie or is Incident a Request type or is Incident an Issuetype?

What ends up in a Queue is defined by the underlying JQL for the queue. Email requests in JSM are associated to a specific Request type.