A few questions on automating how ServiceDesk works

 

1. Is there anyway for the application to detect the mode of contact and auto populate this field?  for example, we will default the mode of contact to phone unless someone emails 'helpdesk@ourdomain.com' then the system would recognize this and populate the mode of contact field with email...

 

2.  I wouldl like to have the DueBy date set based on the Priority.  I can now use business rules to set the priority based on category and subcategory, but i would like a few other fields like DueBy populated automatically and I don't see them in the business rules.

 

3. This is more of an issue i noticed - In the notification Rules I have set to notify the technician when an incident is assigned. and they are notified successfully as expected.  however, if I go into the Icident and edit the technican assignment to someone else, that someone else is not recieving a notification and they should be.  Bug?

 

Thanks