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Selecting a Service when logging an incident from an email


mojahidm
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Hi,

We've raised some incidents from emails and noticed that there isn't an option to select a Service.

I've looked around and I could just be missing something obvious, but was hoping you might be able to point me in the right direction? If it's a BPM, I'm not sure which was in used when logging incident from email

kind regards,

Mojahid

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@mojahidm

In Service Manager you will have a default Progressive capture which is used when logging a new request (i.e. where you are not sure if it is a Incident/Service Request etc) or if you have selected a specific request type.

The Wiki link advises of the setting which determine which Progressive capture to use and therefore which one you need to update to add the Select Service node into.

https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow

Cheers

Martyn

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