Service desk - several queue with same answer email
Hello,
I need to create a second queue for specific support with different team, but I want to use the same answer email for my user as the main queue .. How ca I do that ?
When I want to setup the other queue, i've got an error message stating that this email is already use..
In my case, all people are sending email to isithelpdesk@ xxx.com
So i set up my first queue like that :
so this is working fine, tickets are created and answer / update are send from isithelpdesk@wwww.com
on the secon queue I have an error message when i want to set the same email :
If I put nothing in alias, i dont receive any email.
If I setup the smtp server to send as isithelpdesk no mails are send and I have error message in exim log stating that the email cant be send on behalf of concur@xxxx.local ( local K1000 adress.. )
How can I solve that ?
Thanks for your help,
Answers (1)
The incoming emails are converted to tickets and placed into a service desk queue by looking at the recipient address (Queue Email Address).
This determines which queue to create the ticket in, so you can't use the same queue email address.
You can manually move tickets to another queue or define a ticket rule to automate this process.
