Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email
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| − | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton | + | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> |
| + | __FORCETOC__ | ||
| + | =Overview= | ||
| + | End Users can lodge requests via email. This is the easiest method to set up. See '''[[Layton ServiceDesk - Settings - System Settings - Email Server Settings|Email Server Settings]]''' for setup details. | ||
| + | |||
| + | ==References== | ||
| + | *'''[[Layton ServiceDesk - Settings - System Settings - Email Server Settings|Email Server Settings]]''' | ||
| + | *'''[[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]]''' | ||
| + | |||
| + | =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 '''[[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= | ||
| + | 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: | The following is the list of acceptable subject strings required for an email's identification as a comment response to an existing ticket: | ||
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Where [other text] is any string of characters, and xxxx is the request ID number. These strings are not case sensitive. | Where [other text] is any string of characters, and xxxx is the request ID number. These strings are not case sensitive. | ||
| + | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> | ||
Latest revision as of 04:58, 29 July 2016
Contents |
[edit] Overview
End Users can lodge requests via email. This is the easiest method to set up. See Email Server Settings for setup details.
[edit] References
[edit] 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).
[edit] 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.
[edit] 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.
[edit] Email Comments
Emails that contain an ID for a Request, Problem or Change are considered Comments, additional information on a ticket.
[edit] 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.
