How can I configure Issue Tracker to automatically raise tickets from new incoming emails without needing my input?
To configure Issue tracker for raising tickets automatically from new incoming emails, follow the steps:
1. Go to Issue Tracker > My Options > Ticket Automation
2. Choose Exchange Mailbox or email-enabled Public folder option.
3. Associate a default value for each of the drop down field such as Problem Category, Type and Status. You can also choose a default technician from the address book to assign to the new ticket. You will also need to specify the destination SharePoint list, under which the tickets raised from the emails of this mailbox/folder will be stored.
And not to forget to select ‘New’ from ‘Ticket Mode’ drop down options. If you only want incoming email replies associated with existing tickets to be updated automatically to SharePoint, you can choose ‘Update’ option. If the requirement is to raise new tickets, as well as to, to add email replies associated with existing tickets, then opt for ‘Both’.