Customizing the email actions for ServiceDesk processes
|Article:HOWTO82073|||||Created: 2012-11-05|||||Updated: 2013-04-18|||||Article URL http://www.symantec.com/docs/HOWTO82073|
ServiceDesk can perform the following automatic email actions:
Send email notifications at various stages of the Problem Management and Knowledge Management processes, based on one or more events that occur within these processes.
Accept new incidents or updates to current incidents through inbound email.
These email capabilities are predefined and ready to use. However, you can customize them as needed.
All the actions that are listed in Process for customizing the email action for ServiceDesk processes table are optional and can be performed in any order.
Table: Process for customizing the email actions for ServiceDesk processes
Customize the automatic email notifications.
The Problem Management and Knowledge Management processes can trigger several types of email notifications. You can customize the email notifications by editing the project for the appropriate process in Workflow Designer.
For more information about editing the process projects, see the Symantec™ Workflow 7.5 User Guide.
Edit the automatic email contents.
The contents of the automatic email messages are predefined for each type of notification. You can customize any of these messages or add new ones.
Customize the email monitoring.
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.
You can customize the email monitoring as follows:
Article URL http://www.symantec.com/docs/HOWTO82073