Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email
m (Moved section "References") |
(New section: "Automatically Populating Fields") |
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*'''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]''' | *'''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]''' | ||
*'''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]''' | *'''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]''' | ||
+ | *'''[[Layton ServiceDesk™ - General Settings - Business Rules|Business Rules]]''' | ||
*'''[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]''' | *'''[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]''' | ||
+ | |||
+ | =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). | ||
+ | |||
+ | Automatic assignment can't be done without a Request Type (skill load balancing). Use the below features to expand the number of fields that can be populated from an email. | ||
+ | |||
+ | ==Parsing Email for Keywords== | ||
+ | You can parse emails for keywords that can be used to assign a Request Type, using '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|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 '''[[Layton ServiceDesk™ - General Settings - Business Rules|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= | =Email Comments= |
Revision as of 00:37, 21 October 2015
Contents |
Overview
End Users can lodge requests via email. This is the easiest method to set up. See Email Server Settings for setup details.
References
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).
Automatic assignment can't be done without a Request Type (skill load balancing). Use the below features to expand the number of fields that can be populated from an email.
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.