3 Replies Latest reply on Nov 9, 2015 4:59 AM by Andrew Swindells

    Update a request by mail?

    dWegner Apprentice

      Hi,

       

      is it possible to update an request at request management by an email?

       

      our servicedesk is configuered to update an incident by mail. this works really fine.

      But if i send an email to the servicedesk it just updates an incidents.

       

      Kind Regards

      David

        • 1. Re: Update a request by mail?
          Andrew Swindells SupportEmployee

          Hi David,

           

          Yes this is totally possible.

           

          You will need a new request mailbox, a mailbox mapping for your request process that then uses the email to add a note to the request. With the incident side of things working you should be able to use this as a guide.

           

          Also, the administrator guide .pdf document contains useful information and steps to follow.

           

          Have fun!

           

          :-)

          • 2. Re: Update a request by mail?
            dWegner Apprentice

            Hi Andrew,

             

            thanks for your answer.

            Now i got the update .

             

            But am I right that i only have one Keyword for the update function?

            • 3. Re: Update a request by mail?
              Andrew Swindells SupportEmployee

              Hi,

               

              Unfortunately yes there is only one email update keyword.

               

              What I tend to do is configure any outbound emails that go to an end user to include this in the title for example:

               

              [Update: {Id}] - A new Request has been created.

               

              When this is delivered it appears as:

               

              Update: 1234 - A new Request has been created.

               

              I am sure there is an enhancement request (ER) on the portal to introduce more options in this area.

               

              :-)