Send a "to do" ticket assigned to a specific tech to AutoTask via email
Anyone with an internal email account can send a ticket from the nygeekgirls.com email to NEWTICKET@geekgirlsIT.com:
The ticket subject must include the tech's first name (or in the case of a temporary employee, the employee's user name; e.g., "techintern1") in order to be directed to the correct queue.
An inbox rule will forward the ticket to the ToDo Autotask inbox. AT will create a ticket. Via a WF rule, AT will add the team member as the resource and assign it to the team member's "to do" queue. (This workflow rule is called "[TICKET CHANGE] Assign To do for X" where X is the tech's name.)
These are tickets that should be handled in the next 5 days. They do not need to be scheduled with the customer, so the tech is responsible for finding time on his/her own to complete them.
There is no way for AT to assign the customer, so the assigned tech will have to edit the account manually when working on the ticket.
The email body (which becomes the description) should make clear which customer account should be attached to the ticket.
You'll receive a success message if AT processes the incoming message successfully. Watch for this message. If you don't get it, something is wrong and the ticket was not created.
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