Hi All,

 

I am setting up ServiceDesk for the first time and I have edited the default incident template to a layout that works for my organization. When I select 'New Incident' from the SD Requests page, the template appears the way I wish. However, when a new email is received, the old layout is used by default. My question is, is there a way to edit the default template for requests received via email?

 

Below are screenshots of 1, how I would like the template laid out and 2, the way it is currently laid out:

 

1

 

2

 

My main issue is highlighted in red, I would like the Category, Sub-Category and item all listed under one another.

 

I hope I have explained this clearly but dont hesitate to ask if you need clarification on anything. Any help is appreciated.

 

Regards,

 

Dave