The current setting for itsm prod integration is:

setup.request=ctools.umich.edu

"ctools" is alias of MCommunity group "ctools-support", which has external member of "7smpdail@dsc.umich.edu".

End user still uses the old habit of sending bug report directly to ctools@umich.edu. Those emails are lost unless we add another external member "4help@umich.edu" into "ctools-support" group.

But this introduces new problem: duplicate incident tickets with itsm-formatted emails end up in the free-text channel.

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The proposed solution is to create a new MCommunity group named "ctools-itsm", make 7smpdail@dsc.umich.edu an external member of the group, and point to it in the following setting:

setup.request=ctools-itsm@umich.edu