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Automated Processing of Inbound Emails and Alerts

You can configure and automate the processing of new tickets using inbound emails and alerts.

Creating New Tickets Automatically from Inbound Emails

Automatic creation and processing of tickets can be based on inbound emails. An Incoming Email Settings specifies a POP3 email account to periodically poll. The body of the incoming email can contain a number of special fields of the form ~field="value" that can be used to set various properties of the incoming ticket. This only works for new tickets, not for replies to existing tickets.

Email messages retrieved from the POP3 server can be classified using a Ticket Request Mapping procedure and converted into different types of tickets. The Ticket Request Mapping procedure uses IF-ELSE logic to interpret the email sender's domain or domain/username and determine how a newly created ticket should be processed. This includes selecting the appropriate service desk definition, creating outbound emails and messages, adding notes, and executing additional procedures as appropriate.

Creating New Tickets Automatically from Alerts

Almost all alerts throughout the VSA include the option of automatically creating tickets. In addition there are links in various functions that enable you to manually create a ticket. To process these ticket-creation links into Service Desk tickets:

  • The Service Desk module must be installed.
  • The Service Desk module must be activated.
  • Incoming Email Settings must be enabled.

Note: See Activating Service Desk Integration for more information.