2 Replies Latest reply on Aug 10, 2018 1:31 PM by Eric Cobb

    Submitting Request a Service still ends up in Incident Queue

    Burhan Mahmood

      I like to know how to differentiate Service Requests and Incident Queue automatically. I have currently setup different queues for my Incidents via email addresses. For e.g If a user send an email to itsupport@****.co.uk it ends up in IT Incidents Queue and if a user emails to buildingsupport@***.co.uk it appears in Building Incident Queue.

       

      But when a user submits a Request through RemedyForce Self Service it also ends up in Incidents ALL queue instead of Service Request.

       

      Is there an easy way of how to differentiating between Incidents and Service Requests