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Creating Incident via Email

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Mohammed Albust
Collector

Creating Incident via Email

Hello all,

How can I set the service desk to automatically create an incident that contains everything in an email. ex. to set the subject of the e-mail in the description of the incident, and set the body of the e-mail in the information text block.
5 REPLIES
Michel SILVA SO
Occasional Visitor

Re: Creating Incident via Email

I think this is the default behave when sending an e-mail to SD (subject -> Description; Body -> information text block).
Create a e-mail account for SD. Go to the Administrator Console > System Panel > E-mail Properties and set the right values on the General Tab.

This should be it.

Have you tested this so far?

Rgds,
Michel
Robert S. Falko
Honored Contributor

Re: Creating Incident via Email

...unless you really mean "Incident", and not "Service Call".

To create an incident, you would need to execute a filter on your email which would run sd_event.bat, in order to create the incident.

-Josh
Mohammed Albust
Collector

Re: Creating Incident via Email

Thank you for the replies.

I meant "Incident" not creating service calls. if you could please provide more details about sd_event regarding this matter.

thank you
Robert S. Falko
Honored Contributor

Re: Creating Incident via Email

Mohammed,

sd_event is fairly well documented in the Data Exchange Administrator's Guide (5. Importing Service Events). May I suggest trying there first, and then posting any questions you might have about it?

-Josh
Mohammed Albust
Collector

Re: Creating Incident via Email

check guide
//Add this to "OnDomLoad" event