You can enable users to create and manage tickets by email. This is useful for users who do not have access to the K1000 Administrator Console or User Console.
You can enable users to create and manage Service Desk tickets using email.
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a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
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.
6. |
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.
You can change ticket attributes by email using variables that contain the @ symbol at the beginning of email messages.
Any text after the last email variable is added to the ticket Comment field.
Invalid fields and field values produce errors that are emailed back to the sender using the email error template. For more information on email templates, see Configuring email triggers and email templates.
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