Layton ServiceDesk - Workflows - Processing Emails from Automated Systems

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

• Global End User Security
• Request Type
• Business Rules

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

1. Create a new Request Type named after the system, e.g. FPS. Use these settings:
   • Is Incident: Do these emails represent an incident, which means the Request will be automatically measured against the ServiceDesk available time?
   • Request Class: Set this, if applicable.
   • Default Priority: If the same Priority is used for these Requests, set it here.
   • Auto Populate Assigned Analyst: Leave this set to (None), to give more flexibility in the later steps of the configuration.
   • Do Not Email: This is the key setting, which is why a custom Request Type is used in this workflow.