Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

Create Service call by mail

Highlighted
Patricia_21
Regular Collector

Create Service call by mail

We have Service Desk 4.5 SP4 on windows 2000

We need to do an interface between AIM and HPSD.
AIM sends a mail to HPSD to create a service call, only one mail. In the body there are caller informations and call informations. If the caller doesn't exist, he must be created.
With a DB rule, we try to generate events to create or update the caller and to update the call, but when there are spaces in the field name or in the values, they must be between "", and we must defined all the fields in the person mapping and in the call mapping.
DB rule :
When service call is created
where Category equals ARS
sd_event.exe -f sd_eventPER.ini -v [Information]
sd_event.exe -f sd_eventSC.ini -v [Information]

Have you a solution to create a caller and a call with one mail.

It's Urgent. It must be operational on march 24th.

Thanks,
Regards

Patricia








4 REPLIES
Patricia_21
Regular Collector

Re: Create Service call by mail

Good morning

Have you a solution to create a call with one mail, all informations in the mail body includes in the Call? For example, category, assignment;to workgroup, impact
Patricia_21
Regular Collector

Re: Create Service call by mail

I have a solution to create and update a call with one mail.
(y DB rule)
Thanks
George M. Meneg
Honored Contributor

Re: Create Service call by mail

Hello Patricia,

If your last posting wasn't a solution for your second posting here is

Impact=[Desired Impact]
Priority=[Desired Priority]
Status=[Desired Status]
Assignment;To workgroup=[desired assignee's workgroup searchcode]
Assignment;To person=[desired assignee's person searchcode]
(skip the brackets).

But be sure that you send information for all required fields for the given status. Also make sure that you have proper "E-mail prioroty mapping" on E-mail Priority Mapping tab
menes fhtagn
Patricia_21
Regular Collector

Re: Create Service call by mail

It's OK

Thanks,
Patricia
//Add this to "OnDomLoad" event