Performs an automatic search of all the other incidents that are associated with the sender and displays them on the Search for Related Processes page. You can also search for other incidents. When you select one of the displayed incidents, the email contents are added to the history section of that incident.
Creates a problem ticket and sends a return email.
Create Change Request
Creates a change request ticket and sends a return email.
Create KB Article
Creates a knowledge base article request and sends a return email.
Moves the email to the junk folder and ends the process.
When you blacklist a sender, the email monitoring process deletes all future emails from the sender. The Blacklist option adds the sender to the blacklist, marks the email as read, deletes the email, and ends the email monitoring process.
The email monitoring process saves the information about the sender in the ServiceDeskBlackList table in the Process Manager database. All incoming emails are compared to the list of email addresses (senders) in the ServiceDeskBlackList table. If the email address matches an email address in the table, the email monitoring process deletes the email.
To remove a sender from the blacklist, you must manually remove the sender from the ServiceDeskBlackList table in the Process Manager database. The next time the sender sends an email, the email monitoring system processes the email accordingly.
Imported Document ID: HOWTO84482
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