Hi,

For our Incidents, we created added a new Classification Category (eg. "Mobile Phones") to more easily filter smartphone-related Incidents via a new View under the Incident Management node.  But every time that we update an Incident via E-Mail (Exchange Connector), it changes the Classification Category back to "Enterprise Application Problems".  How do we make it stay at the Classification Category that we set it to ?

Thanks

Which Incident Classification Category is configured as the Incident template on update in the Exchange Connector?

If there is an Incident Classification Category configured in this Incident template the current Category of the Incident will be modified on update by Exchange Connector. 

Hope this helps.

For the "Incident template to apply when incidents are updated", ours is set to "Default Incident - via Email Template".  We'll make a new completely blank Incident template and use that one.  Would that work alright & not cause issues ?

Thanks

• Edited by APang.F1 7 hours 6 minutes ago

For the "Incident template to apply when incidents are updated", ours is set to "Default Incident - via Email Template".  We'll make a new completely blank Incident template and use that one.  Would that work alright & not cause issues ?

Thanks

• Edited by APang.F1 Wednesday, September 09, 2015 12:07 AM
• Marked as answer by APang.F1 15 hours 16 minutes ago

For the "Incident template to apply when incidents are updated", ours is set to "Default Incident - via Email Template".  We'll make a new completely blank Incident template and use that one.  Would that work alright & not cause issues ?

Thanks

• Edited by APang.F1 Wednesday, September 09, 2015 12:07 AM
• Marked as answer by APang.F1 Wednesday, September 09, 2015 3:56 PM

For the "Incident template to apply when incidents are updated", ours is set to "Default Incident - via Email Template".  We'll make a new completely blank Incident template and use that one.  Would that work alright & not cause issues ?

Thanks

• Edited by APang.F1 Wednesday, September 09, 2015 12:07 AM
• Marked as answer by APang.F1 Wednesday, September 09, 2015 3:56 PM

Please check if in the "Default Incident - via Email Template" the Classification Category is configured.

Yes, the Classification Category was set to something in the "Default Incident - via Email Template"

Thanks