Hello,
For the first time I am working on enabling maileater for our CA Service Desk instance, with two requirements:
- All incoming emails logged
- Emails with a ticket reference in the subject line are automatically appended to the existing ticket
During my limited testing so far I seem to have met both of these requirements. However I'm wondering about how many rules do people usually configure?
I was initially thinking all incoming emails without an existing ticket number would be logged as a request against a generic category. But then was thinking should I have many rules for certain words in the subject line? For example "broken", "not working", "issue", "fail", "unable" could generate an incident, "new user" would log a request. And then I could go even further with words related to a application and setting a rule to set a category for each.
I would greatly appreciate anyone with experience sharing what rules they have setup and gotchas encountered.
Thanks
Stuart