2 Replies Latest reply on Nov 14, 2013 7:54 AM by keithr

    Setting a category or Service on new calls logged via Inbound Mail

    keithr Specialist

      I have a requirement to set the service item on a new call that is logged via inbound email.  The idea would be that the sender could use a "tag" in either the subject or body of the email to set the service item on the form.  Since there are hundreds of service items, it would not be feesible to set this up via templates and process conditions for each service item

       

      My thoughts are that this may be possible via a calculation but not sure how that might be configured.  If anyone has any tips on how this might be acheived, I would be greatful to hear how.

        • 1. Re: Setting a category or Service on new calls logged via Inbound Mail
          ITSMMVPGroup

          Hi Keith,

           

          Here's what I would try...

           

          1. Setup a reference list, such as Category (on Incident Management), to contain your list of predefined Service Items.
          2. Place an Automatic Action in your process to update the Category on your main process using a calc which:
            • uses a String method (maybe something like SubString or Split) to "clip" your Tag value from one of the message attributes... personally, I've become a fan of using String.Split
              • e.g., Tag = (Incident.Description.Split("||", 2, "None"))[1]
                this grabs the text in-between your two instances of a delimiter (I've used a double-pipe character)
            • uses this variable (Tag) along with the GetNamedObject function to lookup your Category by name:
              • e.g., return Incident.GetNamedObject("IncidentManagement.Category", Tag)

           

           

          Let us know how that works.

           

           

          -Brian

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          • 2. Re: Setting a category or Service on new calls logged via Inbound Mail
            keithr Specialist

            Hi Brian,

             

            Apologies for the delay in getting back to you.  I thought I had replied to this post last month but just found the response has not saved and was in recovery mode. 

             

            Thanks for the tip but unfortunately the requirements changed before I had time to play with it.  It has been decided that since customers have limited knowledge of the technology behind services, it is best that the users set these.

             

            If the requirement comes up again, may give this a try though.

             

            Regards,

             

            Keith