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Matrix42 Self-Service Help Center

E-Mail Robot configuration

The Matrix42 E-mail Robot has been extended to allow direct assignment of incoming e-mails to Enterprise Queues.

This function is not available prior Enterprise Service Management version 10.0.2 TP01.

Enterprise Queue Management specific settings

After defining the basic mailbox settings at 'Prepare configuration' you need to proceed to 'Continue configuration' where the Ticket Type is defined.

How to set up the E-Mail robot is described in the article Service Desk Global Settings and E-Mail Robot.

This section now allows you to select the Enterprise Queue of interest.

Queue Profile selection

Please note that the settings for 'Category' and 'Template' are disabled as these settings are dynamically retrieved from the Queue Profile.

Creating KB Articles is not supported in combination with Enterprise Queues. 

In cases the E-Mail Robot is set up to create Changes the template is still mandatory.

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