Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email

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End Users can lodge requests via email. This is the easiest method to set up. See Email Server Settings for setup details.


Automatically Populating Fields

Without using the below features, an email can only populate the following fields on the Request form:

  • End User (by matching on email address)
  • Problem Summary (the subject line)
  • Problem Description (the body).

Parsing Email for Keywords

You can parse emails for keywords that can be used to assign a Request Type, using Email Keywords. Once a Request Type is assigned, skill load balancing can be done on the Request.

Further Analysing an Email Using Request Business Rules

Use Request Business Rules to further parse an email, making matches on keywords. For example, if a commonly reported error has a specific string, you can match based on the string, e.g. sys_problemdesc contains XYZ, then do a range of actions on the Request, such as assigning a Request Type, assigning it to a specific Analyst, and setting a Priority. Multiple criteria for matching and multiple actions can be configured.

Email Comments

Emails that contain an ID for a Request, Problem or Change are considered Comments, additional information on a ticket.

Subject Strings

The following is the list of acceptable subject strings required for an email's identification as a comment response to an existing ticket:

  • Request ID xxxx
  • Request xxxx
  • Request IDxxxx
  • Request ID [other text] xxxx
  • Request [other text] ID xxxx
  • Request [other text] xxxx
  • Request [other text] ID [other text] xxxx

Where [other text] is any string of characters, and xxxx is the request ID number. These strings are not case sensitive.

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