Submitting Tickets via E-mail

You can submit a ticket by e-mailing an account set up by your ChangeGear administrator. ChangeGear creates a new ticket and sends you a notification. Incidents are the default ticket type created.

Note: ChangeGear identifies your user account by your e-mail address. When submitting tickets via e-mail, be sure to use the e-mail address associated with your account (you can view this in your User Profile page). If you do not have an e-mail address associated with your ChangeGear account, please contact your IT department or ChangeGear administrator.

To submit a ticket via e-mail:

1. Open your preferred e-mail client and create a new message.

2. In the To field, enter the e-mail address specified by your administrator.

3. In the CC field, enter the e-mail addresses of any users who should be notified when the ticket is updated.

   Important:Depending on your ChangeGear configuration, e-mail addresses in the CC field may also receive notifications from ChangeGear when the ticket is updated. For more information, please contact your IT department or ChangeGear administrator.

4. In the Subject field, enter a brief summary of the ticket.

5. In the Body field, enter a description of the ticket.

Note: Any files that you attach to the e-mail will be attached to the ticket in ChangeGear.

6. Send the message.

ChangeGear automatically extracts certain fields from the e-mail such as the requester, summary, and description. If ChangeGear does not recognize your e-mail address as belonging to a registered user, the requester name will be Anonymous User.

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