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Email update from outside vendor

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Clayton_11
Trusted Contributor.

Email update from outside vendor

Hi, is it possible to have Service Desk 4.5 accept Service Call email updates from outside accounts?
In test we have had to add the outside vendor "person" into Service Desk Organization/Person database with their email so it does not bounce. Is there a way to accept these updates without having to add every external vendor person into Service Desk?

Thanks
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Vasily Kamenev
Acclaimed Contributor.
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Re: Email update from outside vendor

Hi
Are you really asking about UPDATE command?
Update is working if you set in Subject word UPDATE 12345, where 12345 - id of SC, after SP 18 possible use not only id. By practis SP 20 have the strange problem and some functions not working in E-mail module, use another one.
If you asking about registration SC by E-mail from external e-mail, that possible too if you are restriction level set a lower then use - Access level = Unrestricted .

Vasily
Clayton_11
Trusted Contributor.

Re: Email update from outside vendor

Thanks Vasily, yes it is for the Update command. We are currently on SP-10 soon to go straight to 22 so we can test with that.

Jonathon Druce
Acclaimed Contributor.

Re: Email update from outside vendor

I think if you made the external person an external assignee of the Service Call you may not have to lower the security level. You can also use some of the other commands and change the test to suit your situation. For example the command RFI expects an email subject of "RE: RFI xxx" (Where xxx is the service call number). You could change this to "RE: Information on Service call " and have this is as the returning email subject line. This will just get added as a history line.