Ability to disable new ticket email detection
or at least give us options on how we want ticket email detection.
Harold Owens
shared this idea
-
Jesus Gonzalez
commented
This feature is great, but it would be even better if we did have the ability to turn the feature On or Off, since it does require for us to re-educate our organization on creating a new email from scratch to make sure that the message ID is a new/unique one, compared to using the time management method of editing an old ticket that has the format/template of what our inquiry, request ,or issue is.
-
Don Alvarez commented
Same here. At least allow choice to use the old method.
-
Harold Owens
commented
Basically the new feature for SMA 12.1. We have internal processes in place that are now being disrupted based on email ids being used to feed emails into tickets. The legacy method actually worked really well for us.
https://support.quest.com/kb/4273945/what-s-new-12-1-video-new-ticket-email-detection