I'd like to start working more ITIL with our support, so I'm implementing a way for us to work with Incidents/Problems. However, when we receive support calls through our channels today they are automatically set as a 'Ticket' meaning we have to manually change the ticket type for each individual case into a Incident.
Since the calls we get, are always incidents I'd like the ticket type "Incident" to be the default ticket type, meaning that as soon as we get a case/e-mail from one of our users, this is automatically logged as an incident instead of a ticket.
I'm sure this is possible, it would surprise me if it's not - but I just can't seem to find where you configure this.
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