Team,

As we all know, Email support, while convenient, is one of the least effective methods for taking in requests. We've finally gotten our enterprise to acknowledge this and we would like to move to a model whereby we are only using the self-service portal.

I'm on Version 12.3, and we are testing this scenario with an instance within SDP (not the primary service desk instance but one for BI & Reporting created under the ESM).

Here's the challenge: Our users have used SDP for years, so they are familiar with submitting requests by email. For this instance, we are not allowing that and we have turned off "create request from email." The challenge is, when they email SDP to create a request, there's no reply stating, "Our apologies, but you must submit any new requests via the xxxxxxxxxxx service desk porta."

It may be just a setting we're missing, but the end user needs that feedback because we need them to know the request did not log a ticket. Right now, they are receiving no response, and we do not know that they've sent an email asking for assistance.

I hope I just missed a setting in configuration, and I would appreciate the education.

Thank you,

Adam