Video Screencast Help
Give us your opinion and win with Symantec! Please help us by taking this survey to tell us about your experience with Symantec Connect, so that we can continue to grow and improve.  Take the survey.

Incident submission through Email in Service Desk 7.5

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

Hi

How to submit Incident through Email in Service Desk 7.5

Operating Systems:

Comments 2 CommentsJump to latest comment

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.