Email Replies Change the Support Group

Brett_WeiszBrett_Weisz Customer IT Monkey ✭
We use the Advanced Send Email tool to send emails from within incidents/service requests within Service Manager. We've discovered that whenever an end user replies to the email, Service Manager is changing the Support Group field within the ticket. This is causing problems as we have several views built of Support Group. Anyone know why or how I can prevent that?
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Best Answer

  • Brett_WeiszBrett_Weisz Customer IT Monkey ✭
    Accepted Answer
    I found that the support group field was selected on the "Default Incident" template.

Answers

  • Brett_WeiszBrett_Weisz Customer IT Monkey ✭
    Accepted Answer
    I found that the support group field was selected on the "Default Incident" template.
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