ServiceDesk

We have email monitoring setup and it automatically creates tickets from a traditional email with a subject and body.  We have a phone system that when the support team does not answer the phone it creates a message and attaches a .wav file of the voicemail and sends it to the support mailbox.  We would like for ServiceDesk to grab these messages and attach the .wav file and create a ticket from it.  Is this possible?  Keep in mind that these are messages with no subject line or body.  Any help will be greatly appreciated.

Hi,

If he sends e-mail sender then there is a pattern (to: always be the same in this case) that can be used as parameter for opening the ticket.

By default the items attached in the mail tends to be attached to the ticket just be careful the size of this Annex to not cause timeout.

When you identify the reference monitor the email set standard texts in the body and subject fields to be understandable for those who make the call.

Regards,

Hi,

I just read this post and I was wondering if you managed to setup the process?
I would like to setup a similar thing and I am not sure how to get started...

Regards,

I'm assuming these emails originate from the same sender.

If so you could easily grab these early in the workflow. Here is what I would do logically in the workflow:

1. If from voicemail

2. Then repleace empty subject with "Voicemail ticket"

3. and Replace empty body with "Voicemail ticket created from email"

After this is done you can continue process the message in the workflow normally, either by creating a IM-ticket directly or a EM-ticket. Just like André mentions above you need to watch the size of the attachment. I would guess the sound files is not anywhere near the size limit.