5 Replies Latest reply on Apr 13, 2018 11:02 AM by kedar zavar

    How do I configure staff assignment for incoming email tickets?

    Blair Webb
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      The auto-assignment feature for staff and queues works just fine with incidents submitted through self-service. When someone emails in, it creates an incident and places the incident in the proper queue, but the staff assignment is never happening.

       

      Steps taken:

      • Turned on auto-assignment for records
      • turned on auto-assignment for staff
      • Placed a rule in Suggested Owners and Queue Auto Assignment for "Incident Source = Mail Listen" to assign to queue and suggested owners

       

      Is there a step I'm missing? It works for self-service but not mail listen.