Our support groups accept the ticket creation of external users by e-mail to our HR, Accounting and Financial groups.

Some groups can open tickets by e-mail, other groups can not, just by Self Service Portal.

Internal requesters (@sicoobxxxxxx) can not open tickets by e-mail to the groups in our Shared Services Center (SSC).

Ideally, we would have the options below, parameterized by support group.

1. Option to disable / enable the new request creation through email;

2. Option to set rules. If the ticket creation by email is enabled, we can set criteria to filter some cases that can't open tickets by email.

3. Send a notification for the requester informing that the ticket can't be opened by email.