Unknown Item -  When an e-mail is sent to support, an Incident is created. Standard, no Item is assign to the incident. Is it possible to default make all new incident reported by e-mail, be registered on one specific Item?  This because 95% of their Inc

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    Details

    Unknown Item
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    When an e-mail is sent to support, an Incident is created. Standard, no Item is assign to the incident.
    Is it possible to default make all new incident reported by e-mail, be registered on one specific Item?

    This because 95% of their Incident will be registered on the same Item.


    Resolution

    A certain item can be assigned to incidents received via email, if they own just one item. This would be the way to assign a default item to the incident, in place of the Unknown item.

    However, if the customer owns multiple items, there is no way for LiveTime to know which of the items to assign so the Unknown item is used in this case.

    One way around this is for customers to include the item number in the subject of the email, as this will ensure it is assigned on the incident. This is documented here:

    http://blogs.livetime.com/closing-the-loop-on-email-request-management/