Default settings overriden in Request Type + Impact fields
Default settings for most request fields are applied successfully to a call triggered by an email request. Unfortunately this is not the case for the Request Type, or Impact fields. These fields are always set as blank if a call is generated this way. The fields are correctly populated with the defaults when a call is raised 'manually' from within the Service Desk.
If these fields are also set to mandatory, any attempt to close the call will be met with an error, and the call status reset to open, until these fields are completed. (As you'd expect - just annoying that for all email generated requests, it is necessary to edit these fields prior to closing the call).
If these fields are also set to mandatory, any attempt to close the call will be met with an error, and the call status reset to open, until these fields are completed. (As you'd expect - just annoying that for all email generated requests, it is necessary to edit these fields prior to closing the call).