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Create Incidents from e-mail (or via Service call) - SD 4.5 SP25

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Create Incidents from e-mail (or via Service call) - SD 4.5 SP25

Is it somehow possible to create incidents from incoming e-mail? Either directly or via Service call?

We want to create (automatically) an incident for every e-mail that comes from a spesific system address.

Any suggestions will be greatly rewarded :-)

Michael
2 REPLIES
Ruth Porter
Honored Contributor

Re: Create Incidents from e-mail (or via Service call) - SD 4.5 SP25

Hi michael,

One way of doing this would be to have a DB rule on Email SC object, which fires if the from address is the specific address and uses a command execute action to issue sd_event to create an incident.

To use sd_event you need to set up an import mapping (just as you would for a data exchange)- it is documented in chatper 5 of the data exchange guide.

Hope this helps, Ruth
http://www.teamultra.net

Re: Create Incidents from e-mail (or via Service call) - SD 4.5 SP25

Thanks Ruth, I'll look into it.

Michael
//Add this to "OnDomLoad" event