2 Replies Latest reply on May 9, 2018 3:03 AM by Alexander Schmidt

    High priority e-mail sent to Remedy trigger High priority INC ticket

    Alexander Schmidt
    Alexander Schmidt May 9, 2018 2:10 AM

      Dear Community

       

      When I send a mail to the Remedy e-mail adress, the system creates an INC ticket with medium priority as default.

      When I mar a mail as "High Importance", Remedy creates an INC ticket with High priority

       

      Can you tell me where this behaviour can be influanced? If possible we want to turn it off, so the end user does not have the possibility to influence the ticket priority and with it the SLAs.

       

      Thanks in advance!

      Alex