In order to cut down on the cost of Microsoft Office licensing, we have created "N" email accounts for supporting specific areas in our organization. For the purpose of this conversation, let's name the support email addresses as follows:
Our organization support structure is also broken into "N" number of groups who support unique areas of our organization. For the purpose of this discussion, let's name these group as follows:
In ivanti service manager, we have created suppoort croups for each group mentioned above. We have also created one email account that is monitored by ISM. For the purpose of this conversation let's name this account: [email protected].
All the support email accounts ([email protected] to [email protected] ) have message rerout rules configured so that all messages are rerouted (to maintain the "From:", and the "To:" field values, as upposed to forward rules that overwrites them) to [email protected] for incident creation in ivanti service manager.
We would like ivanti service manager to look at the recipient of the message (or the To: field) and route the the incident to the corresponding group. For example:
if the To: field contatins: [email protected], then rout the incident to GROUP1
A member of the ivanti professional service tean told us that this is could be implemented, but never said how.
Could someone please help?