Difference between revisions of "Service Manager Mailbox Plug-in"
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| Line 34: | Line 34: | ||
:* '''Progressive capture''' | :* '''Progressive capture''' | ||
:: When raising a request from an email, the ''Raise New'' progressive capture is used by default. | :: When raising a request from an email, the ''Raise New'' progressive capture is used by default. | ||
| + | :: The default can be changed using this Service Manager setting '''app.itsm.progressiveCapture.newRequest''' | ||
:* '''RegEx patterns''' | :* '''RegEx patterns''' | ||
| Line 39: | Line 40: | ||
| − | :*com.hornbill.servicemanager.regex.incident.id | + | ::*com.hornbill.servicemanager.regex.incident.id |
| − | :*com.hornbill.servicemanager.regex.serviceRequest.id | + | ::*com.hornbill.servicemanager.regex.serviceRequest.id |
| − | :*com.hornbill.servicemanager.regex.problem.id | + | ::*com.hornbill.servicemanager.regex.problem.id |
| − | :*com.hornbill.servicemanager.regex.knownError.id | + | ::*com.hornbill.servicemanager.regex.knownError.id |
| − | :*com.hornbill.servicemanager.regex.changeRequest.id | + | ::*com.hornbill.servicemanager.regex.changeRequest.id |
Revision as of 20:15, 20 March 2017
Home > Service Manager > Email Plug-in
IntroductionEmails can be a common way for customers and users to report issues. These emails can be received in Shared Mailboxes and using the Service Manager Email Plug-in you are able to either raise a new request or update an existing request from one of these emails. These options on the email will only be visible to those with access to Service Manager. |
Related Articles |
Raise a Request
The Raise Request option will allow you to take the contents of the email and raise a new request within Service Manager
- Sender Recognition
- Progressive Capture
- Attachments
Update a Request
The Update option allows you to take an email and update an existing request in Service Manager
- Customer Look-up
- Request ID Matching
- Attachments
- If there are attachments included in the incoming email, an Attachments tab is displayed and will allow you select which attachments you would like to include as an attachment to the request being raised. A user friendly description of each file being attached can be included.
Settings
- Progressive capture
- When raising a request from an email, the Raise New progressive capture is used by default.
- The default can be changed using this Service Manager setting app.itsm.progressiveCapture.newRequest
- RegEx patterns
- When updating a request from an email, if a request ID has been provided in the subject of the email, an automatic lookup to match the email to the request is performed. In cases where the format of the request ID has been changed from the default configuration, the new format needs to be specified in order to perform this automatic lookup. The following settings are available to provide a RegEx expression for each request type and can be accessed in Administration under Service Manager -> Settings
- com.hornbill.servicemanager.regex.incident.id
- com.hornbill.servicemanager.regex.serviceRequest.id
- com.hornbill.servicemanager.regex.problem.id
- com.hornbill.servicemanager.regex.knownError.id
- com.hornbill.servicemanager.regex.changeRequest.id