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Add More Options on Email Ingestion

Created: 12 Nov 2012 • Updated: 26 Aug 2013 | 4 comments
jpellet2's picture
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I feel that the options are limited when an incident comes in via email and needs to have an assignment set. Creating a process is good but being able to add more details or in the least being able to assign a queue upon email assignment would be great. Right now all emails that will become processes go to the default queue but most often, at least in our organization, the Service Manager knows where those requests should go so allowing the incidents to go to the default queue first and then having to move them after is step that doesn't need to exist.

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Pascal KOTTE's picture

This was also a weak the previous Helpdesk6, but was easy to workaround, using different email to route different queues, and assign default type/category... Was easy to build into HD6, and with SD 7.5 ??? I do not find how on a 1st look...

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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michael.george's picture

Looking at my new test SD 7.5 server, it looks like you can easily add a condition for this, I think. Make a new rule for "OnIncidentReceived" with a condition of request channel is a specific channel and make that channel email.

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jpellet2's picture

What I meant here is that going to the Service Manager's queue is OK but when the Service Manager goes to assign the ticket the only option they have is to "Create Ticket". I understand that it might be possible to create a rule however the only thing set would be title and description so it would be nearly impossible to write rules to apply to every situation. Allowing the Service Manager to create the ticket AND assign a queue would be the better option.

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michael.george's picture

Ah, I think I understand now. If I understand correctly, you are referring to the email management type processes. In that case, I agree. It would be nice for whomever is monitoring those processes to be able to use that to populate an advanced incident submit, rather than just punting it over via 'Create Ticket'.

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.

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