Auto ticketing applies to the default event type chosen for emailed tickets.


In order to be able to define auto ticketing for the default event type chosen for email ticketing the event type must be assigned to an asset classification.


In our example we created an Event Type called Emailed Reported Issues


We created an asset called emailed



We linked the Event Type Email Reported Issues to Asset Classification emailed issue






We enabled auto ticketing based on the user name of our technicians and the location the supported and enabled auto ticketing for the administrator for emailed issues cross all locations




Examples of auto Ticketing


If a user emailed and they were in the Central Office the ticket would be automatically assigned to Jrtech1 and the administrator


If a user emailed and they were in the Middle School the ticket would be automatically assigned to Jrtech2 and the administrator




**PLEASE NOTE - Auto ticketing will only work if the Location in AD is set to the same Location names as used in Site Manager - if it can not resolve the location the ticket will be assigned to the default user in Site Manager