Source of Incidents being changed when Email update recieved.

Peter_Settle

Is there any way of preventing the system from changing the source of an incident.

We are encouraging uses to use the Cireson portal to log incidents. However in our reporting we are picking up lots of incidents logged via email. We have not turned on the email facility for Incident management (although we do have email as a source in the source list)

If a user responds to a request for more information via email, the Source of the Incident is changed by the workflow to Email. However we wish to t=retain the original source of the call, not have it changed when an email update is received.

Has anyone any ideas as to how to eradicate this issue.

Geoff_Ross

Hi Peter,

In the email connector settings there is the option to apply a template to the IR when it is updated by email. The template you have specified there must have the source set to Email. Use a different template, or edit that template to leave the source blank it it will remain as it was.

Geoff

Peter_Settle

Located template.

Blanked out the Source field and all now working correctly.

Thanks for you assistance and insight Geoff.

Geoff_Ross

Hi Peter,

In the email connector settings there is the option to apply a template to the IR when it is updated by email. The template you have specified there must have the source set to Email. Use a different template, or edit that template to leave the source blank it it will remain as it was.

Geoff

Peter_Settle

Located template.

Blanked out the Source field and all now working correctly.

Thanks for you assistance and insight Geoff.