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Incident submission through Email in Service Desk 7.5

Created: 08 Jul 2013 • Updated: 26 Aug 2013 | 2 comments


How to submit Incident through Email in Service Desk 7.5

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reecardo's picture

Email Monitoring is the project responsible for this. Once you have setup a mailbox for ServiceDesk to monitor, SD should automaticaly pick up when emails appear in the mailbox, then create incidents for them as appropriate.

toomas's picture

DOC6514: ServiceDesk 7.5 MP1 User Guide 
Chapter 13: Creating incidents from user emails
 (page 163)

Practically, what often gets overlooked is that for immediate incident creation, e-mail subject needs to contain "New Incident" (it is mentioned in Table 13-2 How emails are processed for incident creation).

If that string is not in the subject, a new kind of process is created - EM-00xxx (SD.Email.InboundManagement) for classifying these inbound e-mails. These are by default shown (or more accurately, assigned) to users in Service Managers group.

Settings for inbound e-mail mailbox are located in ServiceDeskSettings - Admin > Data > Application Properties > ServiceDeskSettings - Category: Mail Monitoring Service.