ServiceDesk can accept new incidents or updates to current incidents through inbound email. ServiceDesk monitors the appropriate inbox for all new, unread emails and processes them by creating incidents or routing them to the support team for classification. This email process relies on an automatically-generated reply code to link the email correspondence to an incident. The support workers do not have to check an Inbox because the email correspondence is added to the incident's history.
By default, the email monitoring process can also add the contents of the email responses to a process ticket. The recipient of the email can send a reply that contains the requested information. The monitoring process reads the reply code that is associated with the email. The process adds the email contents to the appropriate process history and creates a task for the process worker.
The mailbox and other email settings are configured during the installation of the ServiceDesk application software. If necessary, you can change these settings on the Application Properties page, under the Service Desk Settings link. The Application Properties page is available from the Admin menu.
The default monitoring process is ready to use. However, you can customize it in several ways to meet your organization's requirements.
Table: Suggestions for customizing the email monitoring
Examples of how you might customize the email monitoring process are as follows:
Configure the process to monitor multiple mailboxes.
Add or change the words or phrases in the subject line that trigger the creation of an incident.
Create an incident rule that defines the words or phrases in the message body that can populate values in the incident.
Use a notification rule to automatically create an email if additional information is needed from the original sender.
Edit the SD.Email.Monitor project in Workflow Designer.
Change the assignee for the incidents that are created automatically.
Edit the SD.Email.InboundManagement project in Workflow Designer.
Create templates for the users who submit incident through email so ServiceDesk can capture or evaluate specific information.
Many organizations perform this customization.
You can create an email template in your email client, and then set up incident rules in the SD.Email.Monitor project to evaluate the template content.
For example, if you include a Location field in the email template, the incoming email messages can be routed to the correct location.
For more information about configuring email and customizing projects, see the ServiceDesk Customization Guide. and the Workflow Solution User Guide.
Imported Document ID: HOWTO61489
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