We are looking to configure a rule to set a higher urgency on incidents creating through our email listener from a particular email address.
Does the incoming email address get captured anywhere to use in a formula?
If not we can probably get by making a rule based on the Subject/Summary field of incidents that come through the email listener - which begs the question, how can we identify incidents created by an email listener?
And how can we identify which incident form needs to be updated with the rule? There are so many forms and its quite hard to distinguish between them all without any documentation.
Still very new to the system so would appreciate as much detail as possible:)