Can some one help me please... I am wanting to automate the process of email requests and putting them into groups.
For example - if a client app is down and the request is an incident not a service request how can I automate this with the SLA's and queues.
Service Desk automation can read incoming email and based on keywords change a request type. So if the email said incident it could change the request type.
But the issue type would have to stay the same. But then the SLAs and Queues can be customized based on the Request type.
Hope that helps
You need to first set up your service desk to receive email and ensure that you have a customer request type for receiving email (e.g. Email request). It can only have summary, description fields.
Then you use the Service Desk Automation:
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