We have not enabled emails in our configuration but, of course, everyone tries to email replies to tickets. Is it possible to enable emails to update existing tickets only and not allow emails to create new Incidents?
I'm not an admin so i don't know -how- it's set up, but ours is set up so that if the subject of the email SUBJECT *contains* "Incident #xxxxxx" it comments on that incident. RE: and Fwd: prefixes don't affect it so "Question about incident #yyyyyy" will still work. As far as i know, the only way it makes a new one is if it can't find a matching incident to the number
I don't believe there is a built in toggle that will allow you to suppress all incoming new tickets and accept only replies. However, with some role magic, you can easily do what you're looking to do. Here is an example of a requester role you can create:
I haven't actually tested this role out but if I'm correct, this will prevent new tickets from being created by the end-users via email (or any other method of submitting tickets for that matter) but will still allow them to respond to tickets that have been created by techs.
Hope it helps.
What Ivan has will disallow the user to be able to create tickets at all. If you are wanting the user to be able to create their own ticket, update their ticket and do not want them to be able to email to create tickets, then you cant, from what I have tried. The users we support are technically able to email tickets but they don't know how and don't ask anymore. Those that have asked, we just tell them we don't use it\support it. We wanted our users to be able to create their own tickets and could not find a way to not allow them to email to create without disabling their ability to create a ticket.
I hope that helps.
Hi Chris Moran,
All email replies on existing incidents will create comments if the email domain is not in the "Blocked List" [Setup > Email Settings].All emails sent to your dropbox (support@YOURORGANISATION.samanage.com will create new Incidents. When the domain is not in the "Blocked List".You could set a restriction on creating incidents, but there is no separation between incident creation from the Portal or via Email. This restriction will prevent the user from creating any new incident.Hope this helped!
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