1 Reply Latest reply on Jan 12, 2018 3:06 PM by kedar zavar

    Open Incident Via Email on behalf of another user

    Drako Steiner

      Using the email listener, I can open an incident via email. I can set the owner id, staff, manager, etc. I cannot figure out how to set the Client ID. I need to open tickets via email for other users. It automatically sets to myself instead.

        • 1. Re: Open Incident Via Email on behalf of another user
          kedar zavar

          Remedyforce matches incoming email id with email of the user stores in Salesforce users. You will see the setting under RF administration> Incident email settings. Email is default comparison field.

           

          If you have specific use case you can apply a template. So Create incident template > Set all values what you need > create a workflow when email is sent in with specific subject line apply templet using field update.

           

          Kedar