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