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K1000 Service Desk e-mail to ticket

I am trying to setup our system to accept e-mail and create a ticket from it but I am not finding much documentation. I have the system setup per the admin guide but I am trying to find more info on the right format for the actual e-mail to populate the right fields. If I have multiple queues, does the e-mail need to reference the queue somewhere or do I just need to use different e-mail addresses for each queue?

Thanks

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Answers (1)

Answer Summary:
Posted by: nshah 4 years ago
Red Belt
2

Top Answer

Have you seen this FAQ?

https://support.software.dell.com/kb/111729
With email the subject becomes the title, and the message is the ticket comment. The user submitter gets filled in and your default values. Nothing else gets filled in by default since the ticket came in via email and users don't have rights to change things like status, category..etc via email.

Each queue would have to have its own unique email address. You can't use one email for multiple queues. 

Comments:
  • Thank you... this is just what I needed - raul102801 4 years ago

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