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Does anyone know if there any plans to...

Andrew_KellyAndrew_Kelly Customer IT Monkey ✭
in Outlook Console
give the ability to "Create an Incident" from a Distribution List?

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  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
    edited May 2019
    Hi @Andrew_Kelly

    I do not believe so, what would be the purpose/use case behind this?

    Is there something particular you are trying to achieve?

    Thanks,
    Shane.
  • Andrew_KellyAndrew_Kelly Customer IT Monkey ✭
    Management insistent on maintaining ability to email incidents into IT Support. Email address is set up as a distribution list. As it stands we do not have facility to create directly from here? Maybe an obvious workaround we are missing?
  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
    @Andrew_Kelly

    So you mean when people email incidents into your Support email you want these to be automatically turned into Incidents? 

    If I am understanding the requirement correctly you can set this all up with an Exchange Connector.

    Thanks,
    Shane.
  • Andrew_KellyAndrew_Kelly Customer IT Monkey ✭
    I think that is something different. From a User's Inbox they can right click "Create Incident From Template" but from the DL "This action is only supported for Outlook Mail Items".
  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
    Oh I see what you are saying now! The email address that the emails are going to is a Distribution List as apposed to a normal user mailbox.

    Why is the email address a Distribution list for the Support email? Rather than a shared mailbox for example?

    Thanks,
    Shane.
  • Andrew_KellyAndrew_Kelly Customer IT Monkey ✭
    Mix up. It is an Outlook Group. If you try to right-click, Create Incident you get a "This action is only supported for Outlook Mail items"
  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
    @Andrew_Kelly

    Are you able to provide a screenshot of what you are seeing?

    Thanks,
    Shane.
  • Andrew_KellyAndrew_Kelly Customer IT Monkey ✭

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