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New service desk call but another caller

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Shivshankar Yad
Senior Member

New service desk call but another caller

Hello;

We are using HP Service desk 5.1

Can i create service call using Email Command for another caller

I am able to create service call on my name as caller using email command, but i need some solution to create service call using email command for another user from my own outlook profile

Any leads on this would be highly appreciated.

Regards
Shiva
OpenVIew
2 REPLIES
Sam decosta
Esteemed Contributor

Re: New service desk call but another caller

Hi Shivshankar,

Create a custome field of Person entity type Eg. NewCaller. You can Keep the caller's name in "NewCaller" field while submitting email.

Then create a DB rule to.

When a service call is created.
NewCaller is not Empty.
Caller set to NewCaller.

This is the only way you can create servicecall from your outlook for another caller.

Thanks,
Avinash
Akshay Mahendra
Acclaimed Contributor

Re: New service desk call but another caller

Hi,

did you manage to get this working by any chance. i am currently trying to do the same but with version 4.5, and while setting Caller to NewCaller the value are not showing up.
//Add this to "OnDomLoad" event