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Creating new ticket in HPSD

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Tomas Tyl
Regular Contributor.

Creating new ticket in HPSD

Dear all,
i am facing few problems with creating new tickets in HPSD. Is it possible to create a Ticket from Outlook that fill this input text areas?

Status:
Caller:
Organization:
Service:
Configuration:
to Workgroup:
To Person:
and Effort Time?

Additional to:
Closure code:
reason/caused code:

The other areas i already found and tested.
Works fine. Our support told me it is not possible to create ticket with this values.
Cant believe that.
Please could you advise me a bit.
For any help i`ll be very thankful.

Best regards
Tomas
8 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Creating new ticket in HPSD

Hi there,

In version 4.5 it can be done if you are on SP19 or later: set the option "Extend New with Update Command" on the general tab of email settings.

In version 5, as far as I am aware this feature is not available.

Regards, Ruth
http://www.teamultra.net
Tomas Tyl
Regular Contributor.

Re: Creating new ticket in HPSD

Hello Ruth,
thank you for your response.
if i undestand you i can add this values only by updating ticket?
Regards
Tomas
Ruth Porter
Acclaimed Contributor.

Re: Creating new ticket in HPSD

Hi Tomas,

In all versions of HPSD you can UPDATE specific fields via email but only in 4.5 (SP 19 or later) can you do this when creating a new service call via email

Regards, Ruth
http://www.teamultra.net
Tomas Tyl
Regular Contributor.

Re: Creating new ticket in HPSD

Hello Ruth,
i dont think my company is about to update the service desk to SP19 as we are working with SP17 because of the costs reasons.
So i looked around and found out that it is possible to create ticket with parameters with sd_dataform.bat+variables
Is that true and if yes what are the names of them?
Thanks
Tomas
Radovan Skolnik
Acclaimed Contributor.

Re: Creating new ticket in HPSD

The names of the variables are AFAIR defined in the used Import Mapping. So you use whatever names you want and then map them to fields in appropriate Import Mapping.
Tomas Tyl
Regular Contributor.

Re: Creating new ticket in HPSD

Hallo Radovan,
i need to use the formating that is already in place. Is there any file i can see this values?
Thank you
R
Tomas
Radovan Skolnik
Acclaimed Contributor.

Re: Creating new ticket in HPSD

Oooppsss - my fault. I was referring to sd_event instead of sd_dataform. Regarding sd_dataform I think you need to use the names of the fields as you see them on the form but I am not sure.
Tomas Tyl
Regular Contributor.

Re: Creating new ticket in HPSD

Thank you. hope it helps