We are attempting to solve a problem we have with inbound email.
Currently, we are using the typical inbound action to create incidents for each inbound email. The problem we have is that many of these (probably over 50%) should actually be requests which causes a lot of work for the service desk to close the incident, copy everything over to a request, etc, not to mention the end user receives the incident creation email, resolved email, and request submitted email all within a few mins of each other.
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Using UI action to pass large field to catalog variable
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