Service Desk Practitioners Forum
cancel

Problem with enable record e-mail

Highlighted
Jan Gunnar Helg
Honored Contributor.

Problem with enable record e-mail

Hi

If I activate the "Enable Record E-mail" feature for logging inbound emails the priority in our web generated service calls is left blank. If I disabled it is set correctly again.

I have gone through our DB/UI rules and cannot find out as to why this should happen

I would appreciate any tips to help me troubleshoot this
5 REPLIES
Jonathon Druce
Acclaimed Contributor.

Re: Problem with enable record e-mail

2 Questions;

Are you using different templates for the web and email calls?

When you say "web generated" are you referring to service pages or something else?

What version and SP of Service Desk are you using?
Jonathon Druce
Acclaimed Contributor.

Re: Problem with enable record e-mail

I can't count - that was 3 questions!
Jan Gunnar Helg
Honored Contributor.

Re: Problem with enable record e-mail

Yes the email calls have their own seperate templates. But I have made sure that the priority in these are set correctly.

We have a thirdparty web application running through servicepages, it creates record with its own application account.

Running SD 4.5 SP21
Jonathon Druce
Acclaimed Contributor.

Re: Problem with enable record e-mail

The email priority is not set at the template level. There is an option in the email settings that allows you to set the priority of the service call based on the urgency of the email. As to why the emails being enabled is causing the 3rd party app to change behaviour is strange. Have you let the SW vendor know?
Jan Gunnar Helg
Honored Contributor.

Re: Problem with enable record e-mail

Ok thanks for the info. I will need to dig some more into this