Service Manager / Service Center Practitioners Forum
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Multiple incidents from single email in CIT

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xaxa_1
Respected Contributor.

Multiple incidents from single email in CIT

Usage case is the following:

 

Users send emails with requests for video-conferences. These emails should turn into incidents. However, each video-conference may affect more than one assignment group (depending on how many "sides" there are in the conference). If it matters, I believe max number of assignment groups is 4.

 

How can I do this in Connect-IT? All our current scenarios parse one email and create (or do not create) an incident - there is a mapping from email connector to SM connector.