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E-mail lands at queue (not in incident)

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!

 

1 answer

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Answer accepted
Jack Community Leader Nov 19, 2020

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.

There are 5 main types: Queues, Service Request, Incidents, Problems, Changes

Is it by design that every incoming e-mail lands at Queue even If I set up that Issue Type is [System] Incident?

Jack Community Leader Nov 19, 2020

so it sounds like those are Request types. Please confirm under project settings > request types. Assuming so, and assuming you simply want all email requests to result in Incident rather than Queue the go to project settings > email requests and click on the ellipses in upper right corner. Select Configure email requests.

Great, thanks a lot for the quick help!

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