1 of 1 people found this helpful
You need to create an Inbound Email Rule for this, from Application Admin console -> Custom Configuration -> Foundation -> Email Engine Rules -> Configure Rules form.
For the selected Company, you need to create a Use Case from Base Configuration tab, like, Incident -> Create.
And from the Rule Configuration -> Incident Form -> Created Use Case -> You can create your qualification on which email section to read to create your ticket.
Recommended not to read an Email body, as it might affect your system performance. Sample below:
A template is required to trigger it from email. This has to be mapped in the Actions section.
Also, if you need to create a Service Request for these Incidents then, you need to set the "Create Request of Submit" to Yes for the selected Company from the Application Admin Console -> Incident Management -> Advanced Options -> Rules.
This is just a sample example for setting up your Inbound Email rules, however you might need to create multiple Rules to achieve your specific SRD Approvals for each PDT or AOT.