| Author |
Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 30/08/2011 19:40:35
|
Jordanho
SysAider
Joined: 18/04/2011
Messages: 17
Offline
|
Hello all,
I am using incoming email integration in my help desk configuration. I want to keep it enabled in order to use it for responses when sending emails regarding a certain service request. I do not, however, want service requests created when a user emails the helpdesk.
I've instructed users not to email the helpdesk unless they are responding, but sometimes that is just not good enough.
Any ideas? I thought of using routing rules but I don't see how using a routing rule would stop a service request from being created.
Any input would be appreciated!
|
|
|
31/08/2011 00:23:03
|
5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 375
Offline
|
You should be able to turn if off by unselecting the categories under preferences>integration>modify email settings, and incoming email integration
|
|
|
31/08/2011 13:50:55
|
Jordanho
SysAider
Joined: 18/04/2011
Messages: 17
Offline
|
Thanks for your response, however I am not looking to turn email integration off.
I've got it working the way I want to now, though.
I created a rule for the mailbox which says delete all incoming mail except for mail with the "#" sign in the subject line. This makes it so that responses connected to and sent from a service request come through the mailbox and attach themselves to the ticket, but any attempt at creating a new service request through email will result in a message from the server asking the user to please log on to the help desk and create a ticket from there.
- Jordan
|
|
|
31/08/2011 21:03:50
|
5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 375
Offline
|
I know.  Simply removing the category selection for email integration will stop it from creating SRs when new email comes in..
Uploaded with ImageShack.us
|
|
|
01/09/2011 16:22:47
|
Jordanho
SysAider
Joined: 18/04/2011
Messages: 17
Offline
|
Sorry! I misread your post. 
In this case I never set these to begin with, so they are blank. What was happening was a SR was being created when an email was sent, but it was creating service requests with blank categories.
We had one user who was creating tickets and replying to emails and adding the help desk address as a recipient. It made things messy. Even though it's as simple as either deleting the SRs or setting the categories, it's not really something I want to do.
Going back to your suggestion though, is this something that works for you? It makes sense to me but I feel like I'm missing something.
|
|
|
01/09/2011 23:33:52
|
5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 375
Offline
|
as far as I am aware when I first tested it, leaving all the categories at select a category, prevented it from creating tickets.. I haven't tested it in a long while to know if they've changed things since I originally set it up.
|
|
|
05/09/2011 19:09:49
|
Itamar
SysAid Customer Relations
Joined: 07/03/2010
Messages: 36
Offline
|
Hi guys,
Currently, SysAid does not have a feature that allows you to enable incoming email integration and to disable creation of new SRs at the same time. I would recommend you to submit this as a feature request in our forum here:
http://www.ilient.com/Sysforums/forums/show/101.page
As a workaround for this you can configure an escalation rule that will run on all service requests that were submitted from email ("Source is email" in the Query Builder) with the status "New". You can configure this escalation rule to close the service request and send an email notification to the End User asking him to submit a service request using the End User Portal.
|
|
|
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
