1 Reply Latest reply on Jun 5, 2018 8:15 AM by Mroche

    Logging tickets in LanDesk by sending an email with more details/fields filled in

    Rookie

      Apologies if this has already been answered elsewhere.

       

      We were looking to use LANDesk in our small IT team to log tickets to ourselves when we are out in the field.

      Instead of being really busy....out in the field and resolving an issue for where there is no ticket logged...instead of asking a customer to log a ticket after we have resolved the IT issue and left site....we would log the ticket ourselves by sending an email

      via our mobile mail client.

      It does work at present but not all LANDesk fields are populated.

      Fields such as Service field, Call type, and Urgency fields are not populated.

       

      When the tickets come in, after you have mailed them into the LANDesk system the fields populate are: summary, details and response level.

       

      Work area - can this one be manipulated from within the email that you send to the ServiceDesk mail address to log the ticket in LANDesk?

       

      As seen in the screengrab below....these are the fields that are filled when it arrives into our ServiceDesk queue

       

      Shared album - Alan Crean - Google Photos

       

      Thanks so much to anyone that maybe able to help us.

        • 1. Re: Logging tickets in LanDesk by sending an email with more details/fields filled in
          Mroche SupportEmployee

          When setting up mail mappings within the mail component you can only map from the Subject, Body From address and attachments from the inbound email.  If you need require other attributes to be populated when an inbound mail is processed you can use a template on the mail mapping to set specific values for attributes in the process window.  The limitation of this is you would need separate mailboxes for each template you create.

           

          To be honest the best way to log incidents for issues when out in the field would be to use Workspaces.  Within Workspaces the analyst would be able to create the incident and populate any required attributes from their mobile device or a browser