Fine with me. Rajeev

On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <[email protected]> wrote:

Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets.

I'd like to use [email protected] for this, but I think we should probably redirect [email protected] as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use.

Let me know what you think.

Ben

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Begin forwarded message:

From: "Stacey, Craig J." <[email protected]> Subject: Re: Ticketing for JLSE Date: August 11, 2015 at 6:04:52 PM CDT To: "Allen, Benjamin S." <[email protected]>

Sure, presuming you want our rules, I'll just have them add it as an alias to [email protected].

-- Craig (mobile)

From: "Allen, Benjamin S." <[email protected]> Sent: Aug 11, 2015 4:56 PM To: Stacey, Craig J. Subject: Re: Ticketing for JLSE

I'm leaning towards a customized [email protected] type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too?

Ben

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On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <[email protected]> wrote:

You’ve got two options.

You can piggyback off our existing [email protected] address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to [email protected]. If it’s sent to some address that’s forwarded to [email protected], it will fall back to as if you sent mail to [email protected], and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses.

Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes [email protected] and [email protected]), and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc).

These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. -- Craig

On 8/11/15, 1:49 PM, "Allen, Benjamin S." <[email protected]> wrote:

...

Hi Craig,

For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion?

Thanks,

Ben

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