Assign fields to emailed tickets based on "Resent-To" field?
My ServiceDesk Plus admin has tickets created via email assigned to groups and techs based on the To: email address. Is it possible to do the same thing with different mail headers? I'm specifically interested in "Resent-To".
While I train my users to use the system, I want to be able to redirect their requests emailed directly to me to SD+. I can't forward them, as then the requester would be me, not to mention the other extraneous and incorrect information that would result.
I thought I would be able to redirect the messages, which just adds a Resent-To email header (plus some other Resent-* headers) and then sends it along, otherwise exactly as it was, to the SD+ email address. And while this does get it into the system properly, with the requester assigned correctly, it does not get the assignments that it would if it were sent with the SD+ email address in the To field.
While I train my users to use the system, I want to be able to redirect their requests emailed directly to me to SD+. I can't forward them, as then the requester would be me, not to mention the other extraneous and incorrect information that would result.
I thought I would be able to redirect the messages, which just adds a Resent-To email header (plus some other Resent-* headers) and then sends it along, otherwise exactly as it was, to the SD+ email address. And while this does get it into the system properly, with the requester assigned correctly, it does not get the assignments that it would if it were sent with the SD+ email address in the To field.