Saravanan Palaniappan wrote:
**
All,
I have a requirement of creating incident in ITSM through the email.
Is there any out of box functionality available in ITSM to create
ticket via email?
Please let me know how to do if it is found.
Thanks & Regards
Saravanan Palaniappan
ITSM
"To teach and to learn, to laugh and make others laugh. This is my
purpose. Any day I don't do this was not worth the time it took to
get through it."
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*Hi Saravanan,*
we can create an incident through Email Engine.
First we will configure the foundation data, then there is a form called
EMAIL:Message form provided by Email Engine.
Now we will do customization, simply write 2-3 filter, One filter for
Validate CTM:People Information.
And second filter like push fields from Email Message form to
Intermediate form of HPD:Incident Form.
In this way we can create an incident on Help desk.
Hope this helps...
*Regards,
Sandeep & Mahendra.
Vyom Labs Pvt. Ltd.
An ISO 20000 certified company.
Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL
Web : www.vyomlabs.com*
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