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Select the check box for the row that contains the alert message, then select Choose Action > New Ticket. |
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If you want to create a ticket based on a process template, select the process from the Process drop-down list. |
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Provide the rest of the information needed to complete the form, then click Save to save the ticket and leave the Ticket Detail page, or Apply Changes to save the ticket and continue editing it. |
You can enable users to create and manage tickets by email. This is useful for users who do not have access to the appliance Administrator Console or User Console.
If the appliance detects any threats in a file attachment included with Service Desk tickets, access to the file is blocked and can be managed on the Antivirus Quarantine page. For details, see Manage quarantined file attachments.
You can enable users to create and manage Service Desk tickets using email.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Set up a valid email account, such as Support@mydomain.com, where users can send email to create tickets. |
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If Accept email from unknown users is enabled in the queue configuration, any email sent to the Service Desk queue to create a ticket is allowed to set the Submitter field. In this case the username must be passed in the @submitter token and is that of an existing user, or is the current email address if it is an unknown user.
If Accept email from unknown users is disabled, the preceding process works only when the email address of the sender is already associated with a Service Desk user account.
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Tickets created from email messages receive the default values for Impact, Category, and Priority as configured on the Queue Detail page. The body of the email message is added as a comment. The Submitter field is derived from the sender’s email address.
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