Email2AT support for Problem Management features?

With the new release of Autotask’s Problem Management features, a number of Email2AT users have asked if we’ll be supporting the new “Ticket Type” field in Email2AT.

Basically, they want to know if they can have Email2AT create “Problem” or “Incident” tickets for their users.

The short answer is that we do not have plans to support this new pull-down. This is partly because Autotask’s API doesn’t make that field available to us. But, more importantly, you probably don’t want your customers creating Problem tickets at all (these should be created by your team after identifying a root systemic issue that needs remediation). Each of your customer’s tickets will likely be “Incident” tickets, but Email2AT doesn’t have a way to know what Problem they’re associated to. Unfortunately, this has to be a manual, human process, because it involves intellect and understanding how the tickets relate to one another.

If I’m missing something in my thoughts here, do let me know in the comments below.