If your organization has set up the inbound e-mail
integration, you can perform the following actions by sending
e-mail messages to Service Desk with a command in the Subject
line:
Create a new service call
Update a service call
Accept or reject the the solution for a service call.
Add a History line to a service call (specialists and
callers)
Request a list of open or announced service calls reported or
assigned to you (you will receive a list via e-mail from Service
Desk).
Request details about a service call reported or assigned to
you.
Request help on the commands used for sending e-mail.
Before you send an e-mail message, you should know the
following:
Which e-mail account to send the e-mail messages
to. There may be multiple e-mail accounts for generating
service calls via inbound e-mail.
What commands are available. Command names can be edited
by your system administrator. For a list of available commands ask
your system administrator, or send an e-mail message to Service
Desk with the command Help in the Subject line.
If you know the account name and the e-mail server name you can
send an e-mail message to Service Desk. Send the following
information:
To:email_account@email_server. Where
email_account is an e-mail account name on the Service Desk
e-mail server and e-mail_server is the name of the e-mail server.
For example: help_desk@itsm.your.com. Each e-mail
address can be linked to a different service call template by your
system administrator.
Subject: Enter the command you want to use.
For a list of commands available for your company, send an e_mail
to Service Desk with the command Help in the Subject field.
If configured for e-mail, Service Desk will reply with a list of
the available commands.
Message - or Body: Type detailed information
about the service call. Some e-mail programs might require you to
enter BEGIN at the start of the message body, and END at the point
where your information ends. This is necessary if your e-mail
system automatically adds a footer or other text to your messages.
Only the text between the BEGIN and END will be processed. If
you only enter END, all text before that word will be used. If you
only use BEGIN, all text after that word will be used.
Priority: Set the priority you want for the
service call.