AutoAssigning Tickets
Hello,
I'm curious as to whether or not there is a way to auto-assign system tickets? Currently we have our users create tickets by sending mail to SOMEEMAILADDRESS, and it creates their ticket, and all works well. However, if we create a group for a certain task, or set of systems, we'd like for the ticket to automatically get assigned to that group.
I am hoping there would be a way where when users/management create tickets via email, they can have something in the subject that the system can search for, and if it exists, it assigns it to a certain group (or queue, I guess that's what we're really trying to accomplish).
For example, they send an email to SOMEEMAILADDRESS with a subject of:
Subject: ADDREM Joe smith needs a new account on box3
Then it will create a ticket as normal, but automatically assign the ticket to a group/technician who is in charge of Adding / Removing users.
Is there some way of doing this? Any advice would be appreciated.
Jim
Oh: AdventNet ManageEngine ServiceDesk Plus 7.0.0
I'm curious as to whether or not there is a way to auto-assign system tickets? Currently we have our users create tickets by sending mail to SOMEEMAILADDRESS, and it creates their ticket, and all works well. However, if we create a group for a certain task, or set of systems, we'd like for the ticket to automatically get assigned to that group.
I am hoping there would be a way where when users/management create tickets via email, they can have something in the subject that the system can search for, and if it exists, it assigns it to a certain group (or queue, I guess that's what we're really trying to accomplish).
For example, they send an email to SOMEEMAILADDRESS with a subject of:
Subject: ADDREM Joe smith needs a new account on box3
Then it will create a ticket as normal, but automatically assign the ticket to a group/technician who is in charge of Adding / Removing users.
Is there some way of doing this? Any advice would be appreciated.
Jim
Oh: AdventNet ManageEngine ServiceDesk Plus 7.0.0