We use several inbound email Service Call templates which assign a SC directly to our Service Desk function. For each SC, a WO is also automatically created and assigned to the relevant team for execution (using the "Work Orders" option in the SC template design form)
The Information field of the SC is filled in with the email body, as expected, but the WO is empty and we need to have the text in the email body/SC info field.
How can we get this done automatically (and preferably, attach the email to the WO as well)?
When SC is created Conditions: 1. template is one of the ones which create a WO; 2. ID is not empty,scheduled 1 minute after Registration ;Created* Action: data update with the related item box checked, selecting WO and then update the releavnt fields.
*The schedule is there to make sure that there has been time for the WO to be set up and related to the SC.
This should give you most of what you need - I don't think you can attach the email to the WO without writing additional code.