nasimg Posted April 14, 2016 Posted April 14, 2016 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
Victor Posted April 15, 2016 Posted April 15, 2016 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...
James Ainsworth Posted December 17, 2016 Posted December 17, 2016 Hi @nasimg I just wanted to come back to this post and provide a link to the Routing Rules documentation. In the section under the title "Special Functions" there is the option for using tokens. Regards, James
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