3 of 3 people found this helpful
KB entry 18118 on the Customer support site titled "How to update Service Requests via the Email Listener as well as creating or updating Incidents" may detail what is being looked for.
As far as I can tell, you will need a separate email account/address and set it up as an Inbox. The Inbox Configuration will allow you to define your "unique key" like "Incident#" or "ServiceReq#" that the listener looks for in order to file it in the correct workspace. In my attempts, I discovered that the Host and User Name combination must be unique so I couldn't even use an alias address. I find this rather irritating since I now need to manage multiple accounts; one for Incident, SR, Knowledge, Problem, etc.
2 of 2 people found this helpful
I'm on version 2015.2 and I think your answer will be found in xslt. I'm currently learning how to create them but from what I gather you would set up the XSLT template in the Data Import Connections and point a single mailbox at this connection. Incoming emails get processed by the email processor and use the template to translate it into something the system understands. If the subject contains keywords i.e. incident#, serviceReq#, Change# etc the template would decide how whether to forward it to the Incident, Service Request or Change workspaces accordingly and with what values.
I was pointed in the direction of this KB #17304 which incldues an example template.
We got this working albeit by the creation of an additional email address for the Service Request object. What we did do to make it a little easier for our customers was to make it look like it came from the same mailbox by changing the Display Name in Exchange to mirror that of the Incident email Display Name so they now appear to come from the "same" mailbox. Clearly the underlining email address is different but doesn't matter to our users as they usually just hit the reply button.
Hi Chris, Did you manage to get SRs created via an email listener? How does the Data Import Connections point to a listener mailbox? I cannot see any way to do this in the Connection Manager in Data Import Connections. Also, my understanding of XSLT (KB# 17304 provides sample XSL and XSLT) is that it transforms Email XML to Hierarchical XML which HEAT then builds into the relevant BO. Does this mean there are various stages i.e. when an email arrives at the listener its content is converted into Email XML, which the Email Import Data Import Connection converts into Hierarchical XML and then gets created into BO? At my company, customer request emails are currently created and process as Incidents. It would be nice to get these created into SRs instead. Thanks.
I got it working very briefly as a test which sets default settings for incidents and service requests - you need to create the data import connection and select the Email Import under Connection Type. When you go to the mailbox settings and choose ExportEmailAsXml as the Email Processor the new conenction appears. In theory although I was using it to set defaults it would be better used to transate xml within emails - this very much depends on users submitting email templates though which we are not setup for yet.
A problem I found was that using the knowledgebase example (with very few minor changes) meant replies were not being intercepted by the listener and were in fact creating new incidents for every reply. For this reason I had to move onto an alternative method