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Posted

In support works you could set a rule to move an ticket to a team based on a token (or key word) in an email - useful for automatic alerts (SCOM).

I've noticed I can't do this in Service Manager - has anyone got a solution to this.

So basically and email arrives that says Website down, we want to move to the correct team in Service Manager

Posted

This should be doable on the BP configuration rather than routing rules. Something along the lines that is the call summary contains "Website down" them assign it to team X ... or any criteria that would fit...

  • 8 months later...

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