ServiceDesk

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  • 1.  ServiceDesk 7.5 send email to external contact from within incident

    Posted Jan 07, 2013 05:38 AM

    Hi all,

    Is there a way to send and email to an external email address from within a ticket? (without creating a user for them in SD)

    If you use the 'send email' link in the process view, you can only select 'known' contacts from ServiceDesk, otherwise an invalid email ID warning is received.

    I thought this was possible in previous versions, and I don't think we can modify this behaviour (check for existing contact) in SD7.5 because its in the core IM process.

     

    Tnx for your response.

    kr, dawi_x



  • 2.  RE: ServiceDesk 7.5 send email to external contact from within incident

    Posted Jan 07, 2013 12:32 PM

    Out of the box this is not possible anymore (for whatever reason).

    The only way to send mails to external contacts is by creating a custom workflow and calling it for example via "Process Type Actions".

     



  • 3.  RE: ServiceDesk 7.5 send email to external contact from within incident

    Posted Jan 07, 2013 02:03 PM

    Altough I probably will have to create this workflow, I also raised an idea for this one to be in by default.

    https://www-secure.symantec.com/connect/ideas/send-email-external-contacts-servicedesk-75-ticket-view

     

    Tnx again PeeGee!



  • 4.  RE: ServiceDesk 7.5 send email to external contact from within incident

    Posted Jan 07, 2013 02:47 PM

    Unfortunatly not, we did mention this during the Beta Testing. Like PeeGee mentioned for now create an external workflow and call it as a Process Type Action. You might be able to use the 7.1 SD.Emailservices to get some idea's. 

    Don't forget to add a reply code in case you want the Email Monitoring service be able to identify the reply.