If we create manual tickets and save the PI kicks in and amend the categories if necessary. We have the fields set as required so we need to ensure these are filled in.
If a ticket comes in via email these fields are not populated. Ticket is then updated manually with required categories - if these are wrong the do not get updated by PI.
This is because we have the business rule as insert and not insert / update. This is due that there is the possibility the categories do need updating and if this was update we would forever be fighting with the system to adjust!
How can we get this to work with the incidents created from email - ie we email into a central box work@worker.com and these are converted into tickets.
Thanks
