Layton ServiceDesk - Settings - Libraries - Email Keywords
Previous article in this series: Urgency
Email Keywords are keywords that are used to assign Request Types to incoming emails that are processed as requests (see Converting an Incoming Email into a Request). Email Keywords help to simplify the processing of incoming emails for commonly requested issues.
For example, you can set up the keyword Network against the Request Type Network Issue, then if an incoming email arrives with the keyword Network in the subject line or email body, it will match the keyword to the Request Type Network Issue and create the Request with the Network Issue Request Type. The Request can then be automatically assigned to an Analyst or Analyst Group with the appropriate Skills and given a Priority if one is pre-defined for the Network Issue Request Type.
Next article in this series: Email Settings & Bodies
