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SD45 Best practices of conducting e-mail dialog in servicecall

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Raman Shcharbak
Frequent Visitor

SD45 Best practices of conducting e-mail dialog in servicecall

Hi, experts.
There is a need to keep whole e-mail conversation with caller in SD servicecall object.
What must be configured in sd to do this job? SD can send e-mail, accept incoming e-mail and create servicecalls. There are some difficulties. How can i make SD to ignore "RE:" and "FWD:" subject prefixes to update existing servicecall instead of creating new? What can be done to accept any e-mail, when sender doesn`t know about *BEGIN and *END? Any other advices? Best practices? Thanks in advance.
4 REPLIES
jconsola20
Occasional Visitor

Re: SD45 Best practices of conducting e-mail dialog in servicecall

I have found that the best way to take the "user error" out of the inbound email is to use a web form for email submission. The web form should be configured to populate the email with the appropriate email address, subject, and body.
InfoPath is a decent and simple product for creating the webforms.

Another option is to configure your email client to send all emails to a certain addres or domain to use an email template that has the correct structure.
David Borojevic
Frequent Visitor

Re: SD45 Best practices of conducting e-mail dialog in servicecall

Hi Roman,

Updates will only happen when the subject line matches a Email Command. You can also protect yourself from unwanted auto replies by making the From Address and the Reply To Address different - Exchange Out of Office assistance wil reply to the from whereas a proper reply will be to the Reply To address.

You can also restrict new calls to only work for people who are in your "Persons" database - it does this via the email address so anything coming in with an email that is not present will fail. See the "New" email command.

Raman Shcharbak
Frequent Visitor

Re: SD45 Best practices of conducting e-mail dialog in servicecall

Spent some time reading sd45_sp20_addendum_en.pdf...
As from SP 19 there are E-mail enhancements
1. E-mail Items in Service Calls (History Preservation)
The whole E-mail history of related Service Call can be preserved and viewed. Administrator should add the "E-mails" field to Service Call form
2. Service Call Identifier Other Than ID
3. E-mail Command at Arbitrary Place
Service Desk only recognizes the entire string following the E-mail Command to be the Service Call Identifier. So, the E-mail:
'Re: Fw: Update Apply for New NT Account'
would result in Service Desk responding that it can not understand the command.
For flexibility, Service Desk has been extended with the possibility of looking for the command at arbitrary place.
4. Extend New with Update Command.
With this option enabled, if body of the E-mail which creates Service Call is formatted like a possible 'Update' command, field update is done at the same time when service call is created.
The body text will still be stored in Information Field, meanwhile additional fields will be set if it can be recognized by Service Desk.
David Borojevic
Frequent Visitor

Re: SD45 Best practices of conducting e-mail dialog in servicecall

Thanks Roman. We are still SP17 but looking to service pack shortly so your extra info is a timely heads up for me. Thanks

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