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EmailAccountIncidentTemplate

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

How do I set predefined values for incidents converted from emails?
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You do that by choosing Incident Template for that Email Account. (at Administration > Email Accounts > choose a particular Email Account)

Example:

Suppose you create Incident Template A (at Create New > Admin Items > Incident Template) or you already have Incident Template you want to use. (at Incidents > Incident Templates)

You set in Incident Template A:

  1. Team: Team X
  2. User: User Y

If you choose for Email Automation Mode anything but "leave emails in waiting list" new incidents will be assigned to Team X and User Y.

Emails that are already tied to incidents will update those incidents, this applies only to new emails.

Email Account Settings
What is an Email Automation Mode? How can I modify an Email Account?
How do I set predefined values for automatically created contacts? How do I set predefined values for incidents converted from emails?
How can I view Email Accounts? How can I create a new Email Account?
How can I delete/remove an Email Account?
.
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