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Our environment has lets say has 4 support options that a user can contact.
The way we have it setup now for each of those environment we setup a project.
so lets say we have a Help Desk, Networking Infa, Networking Cloud and lets say messaging. we really have a lot more but to keep it simple lets stick with these 4.
We want to change the way we did it in the past from each one of these being a project to having 1 project and setting up Queue for each one.
So the company name is the project and then under that have a que for
my question is can you setup emails to go to each of the ques to make a ticket.
so i email Helpdesk@mybiz.com it would open a tick in that queue
Help desk (1)
I was told that you can only tie a email to a project. you then manually have to move/clone/dup the ticket and send it to the correct queue. I want to skip this step.
Any help would great!
It's true you are constrained to a single email address per service desk project. However, there is automation on "Issue created" where you could perhaps change the request type or update a component. Then using that request type/component to configure your queues.
The trick is identifying either the reporter or keywords in the email to sort out the incoming email.
In one of my service desks I look at the group the reporter belongs to and then I know if it's coming from one of the monitoring services, that I update the request type to "Alerts". Works beautifully.
Hope that helps
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