Saving the email address information in the Incident object

As a system administrator, you can configure multiple inboxes and map the inbox to a listener email address. When an email message is sent to an inbox, the mapped email address is identified in the listener class, and it is saved in the Email Service Address field of the Incident object during incident creation.

The following steps provide an overview of how the email address information is saved based on the email address:

1. The system administrator creates multiple email addresses for one email listener (for example, AskHR@######.com, ITHelp@######.com, DatabaseHelp@######.com).
2. The system administrator maps the inbox to a listener email address. The email address is identified in the listener class and is populated in the Email Service Address field of the Incident object during incident creation. For example, all email messages related to the HR department are received in the HRHelp inbox and mapped to the AskHR@######.com listener address.
3. The system administrator uses the Email Service Address field of the Incident object to assign an incident created from a specific email address to a queue or a staff member either by creating a template or creating a workflow.

If multiple email listeners use one email address, one incident is created corresponding to each listener email address, and the email address is populated in the Email Service Address field of the Incident object.



You can use the following options for the Email Service Address field:

• You can create workflows based on the Email Service Address field of the Incident object and assign the incident to a queue or to staff members.
  For example, the following inboxes are created for different departments:
  • ITHelp for IT department
  • DatabaseHelp for Database department
  • HRHelp for HR department
    When the email message is sent to the ITHelp inbox, the system administrator can configure the incident to be routed to a specific queue or staff member of the IT department.
    When the email message is sent to the DatabaseHelp inbox, the system administrator can configure the incident to be routed to a specific queue or staff member of the Database department.
    When the email message is sent to the HRHelp inbox, the system administrator can configure the incident to be routed to a specific queue or staff member of the HR department.
• You can create a template by using the Email Address field. Staff members can create an incident by using this template, and the incident can be assigned to the selected owner. For more information about how to create templates, see Creating templates.

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