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You would like to create and update incidents by mail, or only update?
How I made this working:
- create inbound mailboxes (I have separate mail for incidents, problems, requests...),
- create mapping to process for each mailbox
- set keywords and other in inbound email/action settings
- send email to defined mail address with keywords in title to check if it works
In email my system is sending to user to inform him about new incident was created, a keyword is already included, so user only have to respond for original mail to add attachment or note to incident or other.
Thanks for the input.
We want to create and update. We're using the Incident module only with one inbound mailbox. We'll have to get to the other inbound mailboxes in the next phase of our project where we'll look at change and problems.
- We've managed to get the ticket creation sorted where an e-mail from an existing user creates a new incident.
- Our LDSD administrator cannot get the updates to work. What happens is that when the end user reply to the e-mail, the system creates a new incident.
- To prevent this from happening, the administrator set keywords such as "RE, out of office, FW" to be excluded from creating new incidents, but updates are not recorded on the incidents and stays in the mailbox.
Our business decided not to use the Inbound service.(We have 2 resources managing the mailbox instead)
We need more help to make it work.
Unless your integrating with something outside of Service Desk wouldn't Self Service do the same thing and be easier? Use process to control what users can do. You can create a link that goes directly to the incident and put it in an e-mail. Then you have all kinds of options and don't rely on the user to include all of the right information.
My Analyst Window has about 75 attributes on and 14 actions. My Self Service Window has 2 attributes and 2 actions.
does subject of an email must have ONLY update keyword and reference number or can subject have other things and included update keyword and number? For example, should it be only like this: Update: 55, or it also works like this: New incident has been logged. Update: 55?
Keyword and reference number is a must, but you can add other thisngs in it:
Update: Incident 123123123 was created. Title: How to configure keywords in email title?
keywords in bold
To just to confirm how this works:
- Does the subject contain the update keyword anywhere in it?
- If so, find the first number in the subject.
So all these are valid to find incident 1234 if the update keyword is "update":
Some text Update some other text 1234
 here is an Update
This is the only scenario that won't work:
5678 Update 1234
That will try to look up incident 5678 instead.
Thanks for clarification!
Stu and Mariusz,