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Service desk 4.5 Updating service calls via email

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rashid musoke
Regular Collector

Service desk 4.5 Updating service calls via email

In the Email commands, the command for Update is unclear. I have placed the requested subject title "Update" with the sercive call ID (eg Subject: Update: [ID] 440205)
I get the error below:

The E-mail you sent has not resulted in registration/update of a Service Call.
-
The following error(s) occurs:
---------------------------------------------------
The given ID not found: [ID] 440205
---------------------------------------------------

Is there a guide with examples on how Update service call emails should look like?
6 REPLIES
George M. Meneg
Honored Contributor

Re: Service desk 4.5 Updating service calls via email

Hello Rashid,

the command is Update on the subject. You must substitute with a service call ID.

In your example the subject line is wrong. It is Update: [ID] 440205 while it should be Update 440205
menes fhtagn
rashid musoke
Regular Collector

Re: Service desk 4.5 Updating service calls via email


Yes, I tried subject line: Update 440205, but I get the error listed below in the system reply mail:


From = HP Service Desk [mailto:Servicedesk@hpopenview2.mtn.co.ug] : Invalid field name Sent = Tuesday, October 30, 2007 10:41 AM : Invalid field name To = Rashid Musoke : Invalid field name Cc = Rashid Musoke : Invalid field name Subject = Your Service Call has been registered under number: 440205. : Invalid field name Your Service Call, reported to us on 30/10/2007 10 = 40, has been registered : Invalid field name under number = 440205. : Invalid field name Information for Service Call 440205 = : Invalid field name Description = Changes in the Operations Division : Validation OK Information = From:
rashid musoke
Regular Collector

Re: Service desk 4.5 Updating service calls via email

Is there certain criteria for Update mails?
How is the solution, Closure Code and Actual Finish inputed into the system?
JaS_4
Honored Contributor

Re: Service desk 4.5 Updating service calls via email

Read page 242 of the SD admin guide. You can download it from the HP manual site.

The Update command can be used to update service call information in a service call. All service call fields can be updated.
To use this command:
1. In the Subject line, enter the command Update followed by the
service call ID, for example: Update 3124.
2. Enter the field you want to modify in the message body text followed
by a colon or an equal sign (=), and the value. Each field must start on a new line. The field names and values used must match those used in the service call form

ie Description = Changed description and etc etc.
Naveen kesari_1
Collector

Re: Service desk 4.5 Updating service calls via email

Hi Rashid,

Use the Update Command
The Update command can be used to update service call
information in a service call. All service call fields can be updated.
To use this command:
1. In the Subject line, enter the command Update followed by the
service call ID, for example: Update 3124.
2. Enter the field you want to modify in the message body text followed
by a colon or an equal sign (=), and the value. Each field must start
on a new line. The field names and values used must match those
used in the service call form:

Thanks,
Naveen Kumar

Be Positive
Peter Dent
Frequent Visitor

Re: Service desk 4.5 Updating service calls via email

Rashid,

I remember a while ago going through some problems with Email updates....

You might like to read this thread:

http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1138321

Peter
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