Can anyone tell me if it is possible to have Inbound mail setup to not only log a new Incident but have the Priority and source set by default because it was logge by mail?
I have inbound mail working and we have 4 priorities and a number of source like mail, phone, approach etc. For example if the en user logs an Incident using self service we already defaul the Source to self service that was straight forward. Not sure how to do this for Incidents logged by mail.
Any ideas how to set this up would be appreciated.
This can be done with templates. In email mappings there is template drop down list, where template with preselected priority and source can be choosen. But it means all mails sent to one addres gets the same priority. So Maybe P1@mail.com for P1 incidents, P2@mail.com for P2...