Layton ServiceDesk - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords

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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.

References

• Request Types
• Email Keywords
• Skills
  • Manage Analyst > Skills
  • Manage Analyst Group > Skills
• Auto Assignment Options
• Email Settings & Bodies
• Email Server Settings > Auto Import Settings

Procedure

1. 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.
2. 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.
3. 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.
4. 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.
5. Go to Administration > Libraries > Email Settings & Bodies. Enable Request is auto assigned (Notify Analyst) or Request is auto assigned (Notify Analyst Group), as applicable.
6. In Email Server Settings, ensure that Auto Import Email Requests is On.

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