Layton ServiceDesk - Workflows - Processing Emails from Automated Systems
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This workflow addresses this problem. | This workflow addresses this problem. | ||
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| + | ==References== | ||
| + | *'''[[Layton ServiceDesk - General Settings - Security#Global_End_User_Security|Global End User Security]]''' | ||
| + | *'''[[Layton ServiceDesk - Settings - Libraries - Request Types|Request Type]]''' | ||
| + | *'''[[Layton ServiceDesk - General Settings - Business Rules|Business Rules]]''' | ||
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| + | ==Scenario== | ||
| + | The organization, a health fund, uses an external company called ''FPS'' (''Financial Payment Services'') to process claims. FPS sends emails from its payment system to the organization, alerting that it was unable to pay certain entities, and to investigate why. These emails need to be imported into Layton ServiceDesk. | ||
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| + | ==Abstract== | ||
| + | *In order to automatically import emails, an End User account, containing the email address, needs to exist | ||
| + | *A Request Type can be configured to prevent the sending of email | ||
| + | *By processing the email into a new Request, then using a Business Rule to assign the Request Type, email notifications can be prevented. | ||
| + | |||
| + | =Procedure= | ||
| + | #Create a new '''[[Layton ServiceDesk - Settings - Libraries - Request Types|Request Type]]''' named after the system, e.g. ''FPS''. | ||
Revision as of 03:50, 1 June 2020
Contents |
Overview
There may be a need to process emails from automated systems (e.g. alerts from security systems, reports from financial companies, etc.) as Requests. If the system is added as an End User, the emails can be automatically processed, but the problem then is that email notifications will be sent back to the system, which is unwanted. They aren't real people. If the system is added as an End User without an email address, the emails will not be processed.
This workflow addresses this problem.
References
Scenario
The organization, a health fund, uses an external company called FPS (Financial Payment Services) to process claims. FPS sends emails from its payment system to the organization, alerting that it was unable to pay certain entities, and to investigate why. These emails need to be imported into Layton ServiceDesk.
Abstract
- In order to automatically import emails, an End User account, containing the email address, needs to exist
- A Request Type can be configured to prevent the sending of email
- By processing the email into a new Request, then using a Business Rule to assign the Request Type, email notifications can be prevented.
Procedure
- Create a new Request Type named after the system, e.g. FPS.
