Layton ServiceDesk - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords
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| − | <p align="right">[[File:btn_back_up.png|link=User Guide for | + | <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__ | __FORCETOC__ | ||
=Overview= | =Overview= | ||
| Line 9: | Line 9: | ||
==References== | ==References== | ||
| − | *'''[[Layton | + | *'''[[Layton ServiceDesk - Settings - Libraries - Request Types|Request Types]]''' |
| − | *'''[[Layton | + | *'''[[Layton ServiceDesk - Settings - Libraries - Email Keywords|Email Keywords]]''' |
*'''Skills''' | *'''Skills''' | ||
| − | **'''[[Layton | + | **'''[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst#Skills|Manage Analyst > Skills]]''' |
| − | **'''[[Layton | + | **'''[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group#Skills|Manage Analyst Group > Skills]]''' |
| − | *'''[[Layton | + | *'''[[Layton ServiceDesk - General Settings - Auto Assignment Options|Auto Assignment Options]]''' |
| − | *'''[[Layton | + | *'''[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]''' |
| − | *'''[[Layton | + | *'''[[Layton ServiceDesk - Settings - System Settings - Email Server Settings#Auto Import Settings|Email Server Settings > Auto Import Settings]]''' |
=Procedure= | =Procedure= | ||
#Create the Request Type. In the Properties, note that ''Auto Populate Assigned Analyst'' applies to manual Request creation. ''Populate'' means ''enter this into the field''. This is not the same as "auto ''assignment''". Ensure that the ''Do Not Email'' checkbox is unchecked. | #Create the Request Type. In the Properties, note that ''Auto Populate Assigned Analyst'' applies to manual Request creation. ''Populate'' means ''enter this into the field''. This is not the same as "auto ''assignment''". Ensure that the ''Do Not Email'' checkbox is unchecked. | ||
| − | #Create an Email Keyword. Select the Request Type and a Request Class. Unless the term is very specific | + | #Create an Email Keyword. Select the Request Type and a Request Class. Unless the term is very specific regarding case, leave the ''Case Sensitive'' checkbox unchecked. |
#You can configure Skill matching on Analysts or Analyst Groups. Setting up Analysts is simpler than Analyst Groups. Assign Skills to Analysts or Analyst Groups. | #You can configure Skill matching on Analysts or Analyst Groups. Setting up Analysts is simpler than Analyst Groups. Assign Skills to Analysts or Analyst Groups. | ||
| − | #Go to Administration > General Settings > Auto Assignment Options. Set ''Auto Assign End User Request'' to ''Skill Load Balancing (Analyst)'' or ''Skill Load Balancing (Analyst Group)'', as applicable. Set ''Constrain Auto Assign/Suggest Skill'' to ''On''. | + | #Go to ''Administration > General Settings > Auto Assignment Options''. Set ''Auto Assign End User Request'' to ''Skill Load Balancing (Analyst)'' or ''Skill Load Balancing (Analyst Group)'', as applicable. Set ''Constrain Auto Assign/Suggest Skill'' to ''On''. |
| − | #Go to Administration > Libraries > Email Settings & Bodies. Enable ''Request is auto assigned (Notify Analyst)'' or ''Request is auto assigned (Notify Analyst Group)'', as applicable. | + | #Go to ''Administration > Libraries > Email Settings & Bodies''. Enable ''Request is auto assigned (Notify Analyst)'' or ''Request is auto assigned (Notify Analyst Group)'', as applicable. |
#In Email Server Settings, ensure that ''Auto Import Email Requests'' is ''On''. | #In Email Server Settings, ensure that ''Auto Import Email Requests'' is ''On''. | ||
| − | <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> |
Latest revision as of 03:07, 30 November 2021
Contents |
[edit] Overview
This workflow collects the necessary settings in order to automatically assign Requests from incoming email. Salient points:
- An Email Keyword is used to identify the applicable Request Type.
- The Request Type is associated with the new Request, triggering automatic assignment through the matching of Skills to Request Types. Skills are the same as Request Types, but from the viewpoint of the Analyst or Analyst Group, a Request Type is a Skill.
- It is assumed that email notification is desired.
[edit] References
- Request Types
- Email Keywords
- Skills
- Auto Assignment Options
- Email Settings & Bodies
- Email Server Settings > Auto Import Settings
[edit] Procedure
- Create the Request Type. In the Properties, note that Auto Populate Assigned Analyst applies to manual Request creation. Populate means enter this into the field. This is not the same as "auto assignment". Ensure that the Do Not Email checkbox is unchecked.
- Create an Email Keyword. Select the Request Type and a Request Class. Unless the term is very specific regarding case, leave the Case Sensitive checkbox unchecked.
- You can configure Skill matching on Analysts or Analyst Groups. Setting up Analysts is simpler than Analyst Groups. Assign Skills to Analysts or Analyst Groups.
- Go to Administration > General Settings > Auto Assignment Options. Set Auto Assign End User Request to Skill Load Balancing (Analyst) or Skill Load Balancing (Analyst Group), as applicable. Set Constrain Auto Assign/Suggest Skill to On.
- Go to Administration > Libraries > Email Settings & Bodies. Enable Request is auto assigned (Notify Analyst) or Request is auto assigned (Notify Analyst Group), as applicable.
- In Email Server Settings, ensure that Auto Import Email Requests is On.
