Could someone help me to understand the feature of mapping email priority to ServiceCall priority? The system is HP SD 4.5 SP6. The problem is in step 3: 1. I send the email to Service Desk, and new ServiceCall is successfully created. "Priority" field is properly set (for example, HIGH). 2. DB-rule is run which sets the "Service" field. System automatically sets corresponding "SLA" and "SL". 3. "Priority" clears or is reset to diffrent one.
I see that priority clears because "Impact" is blank. But when I set "Impact" to something else in the template, the priority changes to specified in Service Level for that Impact.
So the problem is that any way I lose the priority specified by user.
PS: HP SD with Service Pack 19 (our lab) does not have this behaviour.