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. After an incident is created from an email, it can be worked the same way as any other incident.
The email monitoring process is defined in the SD.Email.Monitor and SD.Email.InboundManagement projects. You can use the monitoring process as it is defined or you can customize it. For example, you can monitor multiple mailboxes, define the email contents to be processed, and change the assignee for the new incidents.
Table: How the email contents populate the incident's values
Resulting incident values
When the sender is not a ServiceDesk user, the incident's contact is set to firstname.lastname@example.org. However, because this guest user is not added as the primary contact, the support technician must add a primary contact to the incident.
The email monitoring process can be customized to parse the message for specific words or phrases and then populate the appropriate values in the incident. For example, the process might look for the words Windows, Word, Excel, or printer.
The default values for normal ServiceDesk incidents are used to populate additional information in the incident. For example, the status and urgency are assigned the default values.
Table: How emails are processed for incident creation
How the email is processed
The subject line contains any of the phrase: New Incident.
The email monitoring process performs the following actions:
Creates a new incident that contains data from the email message.
Assigns the task according to the organization's usual routing process.
Sends a return email that contains the incident ID and the standard links for monitoring the incident.
The subject line does not contain any of the required words or phrases.
The email monitoring process creates a task for the Service Managers group to review and classify the email.
The manager can process the email as follows:
Create an incident or an advanced incident.
Add the email's contents to an existing incident.
Create a problem ticket.
Create a change request.
Create a request for a knowledge base item.
Suggest a self-service item from the Service Catalog.