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Mail Management

The document provides instructions for managing email interactions with a helpdesk system, including disabling new ticket creation via email, capturing SharePoint form submissions, and closing requests through email commands. It also addresses handling unwanted emails, setting up notifications for mail fetching issues, and tracking mail fetch timestamps through logs. Various methods and configurations are outlined to streamline these processes and improve helpdesk efficiency.

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vithyavairamani
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2 views2 pages

Mail Management

The document provides instructions for managing email interactions with a helpdesk system, including disabling new ticket creation via email, capturing SharePoint form submissions, and closing requests through email commands. It also addresses handling unwanted emails, setting up notifications for mail fetching issues, and tracking mail fetch timestamps through logs. Various methods and configurations are outlined to streamline these processes and improve helpdesk efficiency.

Uploaded by

vithyavairamani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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Mail Management:

1) I do not want my users to send emails to create a new request in the helpdesk
system. It is fine if they reply to the existing ticket conversations but should
not be permitted to create new tickets. How can I achieve this?

Please go to Admin > Incoming Mail Server Settings > There is an option "Disable
New Request creation by email". If we enable this option, we will be able to
restrict request creation in the helpdesk system. Also we can specify the allowed
Email Addresses and domains from which a request can be created by email.

2) I have a sharepoint site set as the Home page for all my organization users. The
details that they enter in the form to report an issue/request for a service must
be captured and added as a request in SDP. In what ways do you think this is
possible?

--> They can send the content as an email and we can use scripts to get the content
from email description into the required fields.

--> If they can get the email in the email command format, we can use that as well
to add a ticket.

--> API - They can render the information typed in the sharepoint form into a JSON
formatted content and sent to SDP as a POST call to create a ticket.

3) As a technician, I would like to close a request by sending a mail to the


helpdesk system. Is this possible? If so,how?

Using Business Rules:

>> In Business rule > Provide the subject or description of the email under the
criteria. Under Actions, provide the field update (Status - Closed)

Using Email Command:

Example of the Email Content: (Subject of the mail should be the same as the Email
command content configured)
For example: Subject of the mail : @@@Close Request

Description Mail Content:

@@operation=CloseRequest@@
@@Status=Closed@@
@@RequestID=277@@

Request Timer Actions, Request Life Cycle - Criteria can be provided and Field
Update action can be used to close it automatically

4) A request has been raised for a faulty printer with the request ID: 35 and this
has been reported to the printer vendor who does not hold an account in SDP. He
would like to draft a fresh mail with the troubleshooting steps and ensure it is
added as a conversation in request ID:35. How can we achieve this?

The user can add the module delimiter and the base delimiter which is used by our
application to identify if it references any existing ticket to append it as a
conversation. Format to be included in the Subject - ##RE-35##
5) My helpdesk has been processing even "Out of Office", "undelivered message"
mails and I see a lot of unwanted conversations in many of our requests. How can I
avoid them from being processed?

This can be done using Spam Filter. In this case, we can provide the criteria as
"Description" contains "Out of Office,Undelivered Message". The email conditions
will be checked and these emails will be dropped. Hence, no emails will be created
out of them.

6) I'm the administrator for SDP and I would like to be notified if the "mail
fetch" stops. Please show me the option.

Under Automations > Notification Rules > Enable this option "Send e-mail when an
Application Error Occurs. (For eg., Mail fetching problems)". Provide the
technician names for which the notification will be sent when the mail fetching
stops.

7) A customer complains of intermittent mail fetching and they have around 100
serverout files. How quickly can I find out the timestamp as when the mail fetch
stopped and drill down the logs for mail fetch? Multiple ways are welcome!

--> Under Notification Rule > Enable the option "Send e-mail when an Application
Error Occurs". So, whenever the mail fetching stops, a notification email will be
sent to the configured user. The email will have the below time and can search the
respective logs on the specified time.

Subject : Re: Request ID: 313679 - Re: Access to lower environments [##313679##]
Sent Date : 21 Feb, 2023 14:04:57 CST

--> System Log Viewer will have the details when the mail fetching has stopped with
the occurred time.

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