2 Replies Latest reply on Aug 9, 2010 4:42 AM by osullivane

    Auto Email call loggnig

    Rookie

      Guys,

       

      I am trying to setup Auto Email to log calls

       

       

      I’m am using helpdesk 7

       

      I am going into

      Auto Email Config

       

      New Incident

       

      Ticking the box to process email from Customer

      Adding a value to the subject box

       

      -

       

      No w I’ve tried the options below with blank and filled in info

      Log Support Analyst and Consultant

       

      However nothing works

       

       

      Ideally what I would like to do is when a call comes in from - set CMR

      It logs a call to that CMR and then it emails me......or an analyst etc.

       

      Is this possible and what am I doing wrong?

       

      Thanks in advance...

      Also is the ere a guide for this?

        • 1. Re: Auto Email call loggnig
          dmshimself ITSMMVPGroup

          Autoemail in Classic has the worlds largest source of checkboxes and there is also a service that needs to be running for it to function.  On the server where Classic was installed, there should be a file called

           

          EmailTelephony.pdf

           

          Most likely this will be in the \program files\Touchpaper Software\HelpDesk\Manuals area

          1 of 1 people found this helpful
          • 2. Re: Auto Email call loggnig
            Rookie

            Hi we already have auto email setup????

            That is we have it set up to to send emails to CMR when we log calls - but I want to setup so that CMR can log calls via email.

             

            So when a CMR sends an email of a specific subject - it logs a call within TOUCH PAPER and then sends a report back the CMR of the call ref etc.

             

            I also need to be able to have some form of alert for TOUCH PAPER users to be notified of this call if possible?

             

            I have ticked the relevent boxes in the doc mentioned above - with a subject - but no call is being generated.

             

            Thanks in advance for any help.