How to stop users e-mailing service-desk

[Karl27]

Not sure if this is possible, but we keep having users e-mail the service desk rather than logging into their account and logging a ticket. This then misses important detail into the callers information ie location region centre etc which are part of the mandatory fields which should be completed. Is their anyway to prevent to prevent this ??

[The SN Nerd]

This is as much a cultural change as a technical one. You can't just go and disable all incoming emails without business buy in, otherwise you will get a lot of disgruntled end users.

I have worked with organisations who disabled email completely after months of communications and a development of a rich Self Service capability that the end users wanted to use. That is what is required to make the transition successful.

[Karl27]

I have added an auto reply in the incident via e-mail and this works fine but in the reply right at the bottom i get the following:

Ref:MSG0061965_dnke4p1e6fnT77jz5rYN

Can anyone confirm what this is and how to remove it if i can ??

[Pratiksha Kalam]

Hi ,
You can omit watermark from notification.
If answer is helpful mark it as correct or helpful

Thanks,
Pratiksha