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Email Routing and Classification

  • 1.  Email Routing and Classification

    Posted Jan 29, 2016 06:23 AM

    Hi All,

    Please can someone help me to solve this. I am new to the workflow solution and have not had much practice. I am lookig for a simple way to automatically route and classify emails based on the subject of the email. I know there are how to's for the multiple email accounts but i dont need that (small organisation). I just want to be able to automatically route and classify emails with "New User" or "Account Administration" (or more) as the subject.

    As is said I am new to this so it will really need to be a simple guide. Also - any access to workflow training guides or some example workflows to create would be great.

    Thansk in advance.



  • 2.  RE: Email Routing and Classification

    Posted Jan 29, 2016 06:51 AM

    Are you using the Email Monitor Project?

    You can set up routing rules in Admin | Process Automation

    Incident Management | Service Dashboard

    Expand 'OnIncidentReceived'

    Lightning Bolt - Add Rule

    [Incident Title][ContainsText(XXX)]

    As the email monitor logs the tickets with the Email Subject as the Title you could then use this rule to route it

     

     

    Are these the articles you refer to:

    Expanding Servicedesk 7.5 - Part 2 – Defining Classification & Service Queues from within Email Monitor

    https://www-secure.symantec.com/connect/articles/expanding-servicedesk-75-part-2-defining-classification-service-queues-within-email-monitor

    Expanding Servicedesk 7.5 - Part 1 - Monitoring Multiple Emails with a Single Email Monitor Application

    https://www-secure.symantec.com/connect/articles/expanding-servicedesk-75-part-1-monitoring-multiple-emails-single-email-monitor-application

     

     

    Workflow Training:

    See this forum post.



  • 3.  RE: Email Routing and Classification



  • 4.  RE: Email Routing and Classification

    Posted Jan 29, 2016 07:12 AM

    Hi Alex,

    Yes - the two links you posted were the ones io was referring to. They seemed really complicated for me as i am just getting into this.

    I have set up email templates and routing rules already. I have some rules that route the incident to a service queue based on the title (the email subject). However, it is the classification of these incidents that i want to do now. I thought i could use the same rule and send the incident to a workflow that will set the Classification for it. Is that possible or does it need to be done via the email monitoring workflow?

     

    The links for the training are great and i will be spending some time looking over all of them. What i am really looking for is some good example workflows to build to help me learn. I have a bit of experience with programming and understand OO engineering so i am hoping that this will get me on the right track.

     

     



  • 5.  RE: Email Routing and Classification

    Posted Jan 29, 2016 07:55 AM

    There are a load of WFs that come with the ServiceDesk installation, if you open up [See below] it's a great way to learn how Symantec have made their WFs.

    • SD.Feeder.TechnicianIncidentForms
    • SD.IncidentManagementSimple.EndUserRequest
    • SD.IncidentManagementSimple.Classification

    The training videos go through simple examples that will build up your knowledge and there is the Service Request Template that is more advanced which will show you a lot.

     

    Try the below video as a Rule that you could set the classification based on your process. With the knowledge from the above Forms you can apply how the classification is set there to your process

    ServiceDesk Customization: Send Incident to Workflow Ruleset Action
    https://www-secure.symantec.com/connect/videos/servicedesk-customization-send-incident-workflow-ruleset-action



  • 6.  RE: Email Routing and Classification

    Posted Jan 29, 2016 09:24 AM

    You might find this post useful too, it gets the Classifications from the db.

    You could turn this into a CTE and pass in a Flag to get a classification with a given value, since you need to make sure they exist in the db before setting it.



  • 7.  RE: Email Routing and Classification

    Posted Feb 02, 2016 01:58 PM

     

     

    Hi Alex, thanks for the replies. I am still having some trouble though.

    Could you point me in the right direction to do a simple incident classification automation? Using the send incident to workflow template.

     



  • 8.  RE: Email Routing and Classification

    Posted Feb 03, 2016 08:30 AM

    Did you take a look at 'SD.IncidentManagementSimple.Classification'?

    Look at the 'Update Incident Data' mapping

     

    Create a Decision Project Type

    Pass in a IncidentSessionId as an Input

    Use the 'Get Incident Ticket By SessionId' (Symantec.ServiceDesk.Im.Core.Components.GetIncidentTicketBySessionId) to get the Incident Data

    Build up your Classification (Hardware.X.Y) based on your logic for a given ticket type or however you want to assign,

    Use a 'Single Value Mapping' (LogicBase.Components.Default.Mapping.SingleValueMappingComponent) to map in the Classification

    Save Incident Ticket (Symantec.ServiceDesk.Im.Core.Components.SaveIncidentTicketComponent)

    Save External Data (LogicBase.Components.Default.Process.SaveExternalDataComponent)

     



  • 9.  RE: Email Routing and Classification

    Posted Mar 15, 2016 04:44 PM

    Alex, I am "starting over" with a clean installation of either 7.6 or the latest, 8.0

    Will the procedure and files you linked to here work on either of these versions of Service Desk?

    Monitoring multiple email inboxes and routing based on the addresses will be important to us.

    Thank You.



  • 10.  RE: Email Routing and Classification

    Posted Mar 17, 2016 07:45 AM

    Check in the [Install Drive]:\Program Files\Symantec\Workflow\WorkflowProjects for the mentioned Projects