See Managing Service Desk ticket queues.
You can modify the settings of ticket queues as needed.
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a. |
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. |
b. |
c. |
d. |
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The name of the Service Desk queue. This name appears in the From field when users receive email messages from the Service Desk. | |||
A fully qualified email address for the server. Users typically do not reply to this address. If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field. | |||
Support@mydomain.com |
3. |
Optional: Configure the SMTP/ POP3 server settings. Click Configure queue email settings and specify the SMTP/POP3 options in the Inbound tab on the Service Desk Queue Email Settings page, as required. See Configure queue-specific email settings. |
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In the Archive Preferences tab, select settings for ticket archival. Click the Settings link to enable ticket archival. |
The age of tickets to be archived. For example, if you select 3 months, tickets are archived when three months have passed since the tickets were closed. To prevent tickets in the queue from being archived, select Never. Archived tickets can be restored to the queue if necessary. See Restore archived tickets. | |
The age of tickets to be permanently removed from the archive. For example, if you select 6 months, archived tickets are deleted from the archive when six months have passed since the tickets were opened. To prevent tickets in the queue from being deleted from the archive, select Never. Deleted tickets cannot be restored to the queue. |
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Category: Software |
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Status: New |
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Impact: 1 person cannot work |
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Priority: Medium |
8. |
In the Email on Events section, select the categories of users who will receive email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event. See Configure email triggers. |
9. |
Optional: Configure Service Level Agreement Settings. Here you can enable Service Level Agreement (SLA) settings based on the ticket priority. When enabled, the due date of the ticket automatically takes into account the resolution time, business hours, and holidays. See Configuring Service Level Agreements. |
10. |
In the Ticket Rules section, enable the rules to apply to tickets in the queue. You can use any of the pre-defined rules or customize your own. See Using Ticket Rules for more information about how to use and customize ticket rules. |
11. |
You can set up email settings for each ticket queue separately.
By default, the Service Desk is configured to use an internal SMTP server for sending ticket-related emails. You have an option to use an external SMTP server, however, you must configure it in the appliance network settings. For more information, see Change appliance network settings.
1. |
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. |
2. |
a. |
b. |
On the Configuration panel, in the Email Configuration section, click Configure Queue Email Settings. |
c. |
a. |
b. |
c. |
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A fully qualified email address for the server. Users typically do not reply to this address. If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field. | |||
Support@mydomain.com | |||
Allow unrecognized users to create tickets. If this option is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket. The sender is added to the appliance as a user with the User Console Only role. By default, this role has permission to create, view, and modify Service Desk tickets, and to interact with the appliance exclusively through the User Console. You can adjust the level of permissions associated with this and other roles, as applicable. For more information, see Setting up roles for user accounts. |
4. |
Select and configure the method of receiving inbound email using the options in the Inbound Email Settings tab. |
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Use SMTP Server for inbound emails: Select this option if you want to use an internal SMTP server for incoming email. You can specify the required credentials in the Outbound Email Setting tab below. See 5. |
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Use POP3 Server for inbound emails: Select this option if you want to use a POP3 server for incoming email. Specify the following options: |
Enter the name of the POP3 server you want to use for the queue. For example, pop.example.com. | |
Select this option if you want the POP3 server to use a secure connection. | |
Enter the username and password of an account that has access to the POP3 server. |
Click Test Connection to test your POP3 configuration. The Connection Test POP3 dialog box appears, showing several log messages, indicating the test result. If the test is successful, these messages, for example, indicate if the user account is authenticated, the number of unread messages, and the subject line of the most recent email. If the test fails, verify your configuration, and try again.
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Use IMAP Server for inbound emails: Select this option if you want to use an IMAP server for incoming email. Specify the following options: |
Enter the name of the IMAP server you want to use for the queue. For example, imap.example.com. | |
Select this option if you want the IMAP server to use a secure connection. | |
Enter the username and password of an account that has access to the IMAP server. |
Click Test Connection to test your IMAP configuration. The Connection Test IMAP dialog box appears, showing several log messages, indicating the test result. If the test is successful, these messages, for example, indicate if the user account is authenticated, the number of unread messages, and the subject line of the most recent email. If the test fails, verify your configuration, and try again.
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Use Gmail for inbound emails: Select this option if you want to use Google Gmail for incoming email. Click Select Credential. |
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To create a new Google OAuth credential, click Add Credential. The Add Credential dialog box appears. Specify the required options, as applicable. For more details, see Add and edit Google Workspace credentials. |
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Use Office365 for inbound emails: Select this option if you want to use Office 365 for incoming email. Specify the following options: |
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Select the applicable Microsoft 365 API Service for your environment:
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5. |
If you want to use an external SMTP server for emails associated with this queue, use the settings in the Outbound Email Setting tab. |
a. |
Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication. | |
Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com. | |
6. |
Specify how you want to handle file attachments when emailing ticket details in the Outgoing Email Attachment Setting tab. |
Select this option if you want to send files attached to the ticket instead of providing file links. | |
Specify the maximum file size of all file attachments that can be sent by email. |
7. |
On the Service Desk Queue Email Settings page, in the Email on Events tab, select the options for sending email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event. |
The person who can approve or reject the ticket for processing. | |
One or more email addresses that are stored in the CC field of the ticket. | |
One or more email addresses that are stored in the CC List of the Category Value of the ticket. See Configure CC lists for ticket categories. | |
One or more owners of the ticket queue, as specified by the Owner label. This only applies to the New Ticket Via Email and New Ticket via Portal events. |
When a ticket event occurs, email is sent to the selected roles or users. For example, if you select the Any Change box in the Owner column, email is sent to the ticket owner whenever the ticket is changed. For the Comment and Ticket Closed triggers, email is sent immediately. For other ticket changes, however, email is sent every few minutes to prevent email overload.
The ticket's Owner field is changed. | |
The ticket's Status field is changed. | |
Information, attachments, or screen shots are added to the ticket's Comments section. The system sends email notifications for comments when users add comments and click Submit on the ticket form. When users add comments and click Save on the ticket form, however, only the Any Change notification is sent. | |
The ticket's Status field is changed to Closed. This event is used to present a Satisfaction Survey to submitters. See Using the Satisfaction Survey. | |
A user sends an email message to the Service Desk and a ticket is created. | |
A ticket is created through the User Console. |
8. |
You can rename the Service Desk titles and labels used in the Administrator Console and User Console as needed.
1. |
a. |
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. |
b. |
c. |
2. |
The text that appears on the component-level tab in the Administrator Console and on the tab in the User Console. The default is Service Desk. However, if you upgraded from an earlier version of the appliance, you might see Help Desk as the default. | |
The text that you want to display instead of Queue and Queues on the Service Desk Configuration page and on the Queue list in the Administrator Console. This text also appears as an option in the Choose Action menu and as a heading on the Ticket page in the User Console. | |
The text that you want to display instead of Ticket and Tickets on the Ticket tab and Ticket page in the Administrator Console. This text also appears on the Ticket page in the User Console. | |
The text that you want to display instead of Process and Processes on the Service Desk Configuration page and on the Process list in the Administrator Console. |
3. |
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