What is needed to allow contacts to create incidents via email

Version 6

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    Environment:

    Service Desk 7.7.3 and onwards

     

    Requires Access To:

    Access to the SA login and Service Desk console is needed to perform this.

     

    What are we troubleshooting?

    Things to make sure are set so a contact can create incidents from sending in emails.

     

    Step by Step:

    These are the following things you need to have set on the contact user for them to be able to create incidents via email,

     

    1. They need to be a part of a role that has the permissions to create the incident.

     

    2.  They need to be a part of a customer group (support group will not work, must be a customer group)

     

    3.  They also need to have a company associated with their contact profile.  From the console go to, Administration>Administration>User Management>Users>Contact, Expand Contact and double-click the contact you want to edit.  See screenshot of example

    company.jpg

    Once all of these are set they should be able to create incidents via email if all the mappings and processes and windows are all set up correctly.