You can automatically notify users, or groups of users, when tickets are filed in specified categories, such as hardware, software, or networking. To do this, add email addresses to the CC List value of each ticket category.
Configuring the CC List values of ticket categories is useful if you want to notify users, or groups of users, when tickets are filed in categories that interest them. For example, you could add all of your system administrators to the CC List of the Network category to ensure that they are notified of networking issues as they arise.
If you have multiple queues, you configure the ticket category CC List values for each queue separately.
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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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In the Email on Events tab, select all of the check boxes under the Category CC column. See Configure email triggers. |
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In the CC List field, enter a default email address for the category. Use commas to separate email addresses. To enter multiple email addresses, consider using a distribution list. |
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Create a default email address for ticket owners. See Create the DefaultTicketOwners account.
You can enable Service Desk to automatically add email addresses to the CC List field of tickets whenever those addresses appear in the To and Cc fields of tickets submitted or updated through email.
When this setting is enabled, any email addresses in the To and Cc fields are automatically added to ticket CC List fields unless those addresses are specified in the System Email Exclusion List. See Exclude addresses from ticket CC List fields.
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. |
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On the Configuration panel, click Service Desk Email Preferences in the Email Configuration section. |
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In the Inbound Email tab, select the check box next to Add email addresses from the CC List to ticket. |
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Configure the email exclusion list to prevent Service Desk from automatically adding unwanted email addresses to ticket CC List fields. See Exclude addresses from ticket CC List fields.
Service Desk can automatically add email addresses to ticket CC List fields when tickets are submitted or updated through email. However, some addresses, such as distribution lists and general company email addresses, should not be added automatically because they increase unnecessary email traffic. To prevent Service Desk from adding unwanted email addresses, you can specify the email addresses you want to exclude.
NOTE: The email addresses associated with Service Desk queues are never automatically added to ticket CC List fields, because sending messages to these addresses could result in new tickets being opened inadvertently. You do not need to add these addresses to the exclusion list. |
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. |
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c. |
On the Configuration panel, click Service Desk Email Preferences in the Email Configuration section. |
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In the Inbound Email tab, click System Email Exclusion List to display the Define System Email Exclusion List page. |
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When tickets are submitted or updated through email, Service Desk sends ticket notifications to respective parties. However, if one or more users who receive such email reply with an automated Out of Office response, Service Desk reacts with another ticket update and yet another email notification, potentially causing an infinite email loop.
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. |
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In the Inbound Email tab, in the Ignore emails with following text in the subject field, type the words that you want to detect. You can specify multiple entries, using a semi-colon as a separator. For example: Out of Office;Mail Delivery Failure. |
To disable this restriction, you can set to a high number such as 99999. |
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