Workflow and ServiceDesk Community

Hi Guys,

Really need some help here....anyone been able to Route an email based on the Location or Department when a Incident is created via emai?

By default the Location or Department is not used when calls are logged by email, so i just need to add a get user location by email address into the Email Monitor Workflow....but my knowledge of Workflow isnt that great.

Has anyone done anything similar?

I'd think you'd have to get the users AD information from the incoming email.  Then set up routing based on the information from AD.  That's assuming the users email and location are in AD..

any chance you could assist with the components i need?

I understand this prob needs to happen in the Email Moniotr Workflow under the 'Process Message' section.

But i'm struggling with the exact to component to use and how to configure them.

If i'm not mistaken we should be able to use the get user deparment component but what needs to follow this?

Is there not a easy way to get the Location and Department fields determined in the Email Monitor Workflow?

This would allow the Automation rules to function as normal, as we would now have this data available?

Sorry.. I'm not going to be of much help right now..  We're not running Workflow 7.1 or Service Desk yet so I don't know exactly what components are available in 7..

This has helped me massively! The location portion works perfectly and the plus here is that we now dont have to worry about using the Routing Rules Workflow :-)  My initial workaround was to bypass the Automation Rules if the call was logged by email monitor and this worked well...

However, i'm now trying to get the same thing working for Department. I'm going to keep trying in case you're unable to assist further, but this is where i've got to so far...please see screen shot.

From what i can tell the Department information is known as 'Organisational Unit' and this i can get correctly, but i am trying to find a way to now save that data so that it can be picked up in Automation Rules....

I think i'm close here....Fetching Department info from NS should be fine as this is already imported from AD?

Wow, you're making me earn my Symantec solution points!  I updated my previous post to include Department.  Department is a little more complicated and needs more components to work.  I also reworked the Location solution to keep the Workflow clean and standardized.

In the ProcessMessage model of the SD-Email.Monitor workflow, insert the following components shown in between the Get User Info and Submit Ticket components: GetLocationForUser, Single Value Mapping, getUserDetailsComponent, Get Department For User, and another Single Value Mapping.  The first screenshot illustrates the workflow.

The rest of the screenshots shows the component configurations and values.  Here are some additional details:

In the Set IncidentLocation Single Value Mapping component, set the SystemName is set to Notification Server.

In the Set IncidentDepartment Single Value Mapping component, set the ReferenceType to Department, set the SystemName is set to Notification Server, and set the Url to [[Global].NotificationServer]/Altiris/AssetContractCommon/Manager/EditCreateResource.aspx?itemguid=[GetDepartmentforUserComponentResult.ResourceGuid] .

Bonus*
If you have multiple monitoring projects for multiple mailboxes, then another way to route tickets is by Category.  In the Submit Incident component, open the Incident mapping and set Constant values for the Classification_Category_xx values.

Thanks for this! In two days you've done what i've trying for 2 months!

Really appreciate it :-)