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
Article Type
How To


Subject


Customizing the email actions for ServiceDesk processes

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

Action

Description

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.

See About automatic email notifications.

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.

See About the contents of email notifications.

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.

See About the creation of incidents from emails.

You can customize the email monitoring as follows:

  • The mailbox and other email settings are configured during the installation of the ServiceDesk application software. If necessary, you can change some of these settings on the portal Master Settings page.

  • 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.

    See About configuring the email monitoring.


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