The incidents which are generated from email does not have any operational/product categorization and we have rule in assignment configuration stating if the categorization is blank then send the tickets to Service desk.
Now there are some specific subjected email for which the incidents are getting generated and assigned to service desk. Now we want those incidents to be directly assigned to resolver group instead of service deks.
Hi Amit, You can use a filter to assign those tickets to a resolver group. But need to find what specific subject those emails have and use it as filter run-if condition.
Hope this help!
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Assuming you're using RBE to process incoming emails, check your use case rule definition. Because you're generating new incidents, 'Action Name' should be "Create" which will allow selection of optional fields on panel Actions. Using those, you can set (along with several more attributes) 'Assigned Group' or 'Assignee', or even desired 'Template Name' to whichever value you need.