Routing Incidents Submitted by Email

This question comes up fairly often – “How do I route incidents submitted by email?”  This usually has two variations:

1) Based on who is sending the email I need to route it differently.  For example, if the email is sent from Al Young I need to route the incident to a certain support team.  If the incident is sent from somebody else I need to route it to a different team.  There are other variations on this like: based on the user’s domain, based on the user’s office location, based on whether or not the user is a “VIP” – i.e. based on title, etc.

2) Based on which email address it was sent to I need to route it differently.  For example, if the email is sent to I need to route it to the printing team.  If it is sent to  it is a generic request and I need to route it into the general queue.

When emails are sent to Service Manager for processing they all end up on a SMTP drop folder and Service Manager processes them.  It doesn’t really matter who sends them or which email address they are sent to.  When the workflow processes each email it adds the To: address to the incident description like this:


It also looks up who the user is based on the From address and sets the affected user accordingly as you can see above.

So – now you can set up Incident Event Workflow rules in the standard way by doing the following:

1) Go to the Administration/Workflows/Configuration view.

2) Select the Incident Event Workflow Configuration row and clicking Properties in the task pane.

3) Click Add in the workflows list dialog.

4) In the wizard do the following:

a) click next on the welcome page (if it shows up)

b) provide a name, description (optional), select ‘when an incident is created’, and provide an MP.. click next

c) specify your criteria

To route/classify based on the To: address do this:


To route/classify based on information about the affected user (domain, title, company,”VIP” status,  etc) set up the criteria like this:


You could also route based on keywords in the email subject (ends up in the incident title) or message (ends up in incident description).

d) on the next screen choose a template which will route/classify the incident appropriately.

e) on the next screen you can optionally choose to send notifications to people related to the incident.

f) create and close and you’re done!