Automatically set priority based upon incident category when received via email dropbox

Idea created by 6860286 on May 25, 2016
    Under Consideration
    • Chad Brown
    • 7595500
    • 6860286
    • 8086435

    (Originally posted on 16, May 2014)

    We have configured several email dropboxes for use in different scenario's e.g. incidents, enquiries, sales and so on. Our users can now easily create incidents with the appropriate category by emailing the appropriate inbox, but each generated incident is given the same priority.

    It would be ideal if you could configure a default priority per category e.g. Enquiries = Low, Incidents = Normal and so on.

    The other alternative is to configure a SLA rule, that triggers immediately per category to amend the priority, but that results in a breach being recorded - far from ideal.
    What problem will this feature solve?: