We are using SM 9.33 with PD4 and are currently using Incident Management, Change Management and Service Desk Interactions for requests. Recently, we started using ESS and I have a few issues that I have not been able to figure out:
1- When users submit a request the interactions always come in categorized as Incidents. Changing the default category did not do anything. Can this be modified?
2- When interactions are submitted from ESS they go into the categorization phase, but when the Service Desk technician updates the record, it updates like it was in Logging. So all the rulesets are applied over again. I tried creating rule sets with conditions based on saved record fields, but it's like SM doesn't recognize that fields were previously saved. The main problem we have is that duplicate emails are being generated.
I am open to any suggestions.