Currently we are logon to to service helpdesk to create csr via inbound email. Although the csr does get processed, but only default customer, and environment code show up in the csr. Therefore, the csr failed to process the correct customer, tracking # and env code.
Stat uses the common denominator – the text section to parse the parameters to determine application, type, queue and etc. Since ManageEngine can only enable text/html at a time then our recommendation would be to use web services. Make sure to contact the service helpdesk vendor to see if they support web services. Below is a link that show a csr was created via web services:
