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. |
b. |
c. |
On the Configuration panel, in the Email Configuration section, click Configure Service Desk Email Preferences. |
a. |
In the Inbound Email section, 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. |
5. |
Service Desk widgets available on the Dashboard page provide insight into the overall activity of your Service Desk tickets. For example, you can view the number of active tickets sorted by their category or queue. For performance reasons, underlying data for the Service Desk widgets is cached locally for a fixed duration. The default minimum is 30 minutes. This can be increased as needed. You can force a data refresh for a specific widget by clicking the refresh icon in the widget.
For more information about Dashboard widgets, see About Dashboard widgets.
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. |
Under Service Desk Dashboard Widgets, in the Cache Lifetime field, specify the length of time in minutes during which the data populating the Service Desk Dashboard widgets will be preserved in the database. The minimum is 30 minutes. |
3. |
If the Organization component is enabled on your appliance, you can create and manage separate organizations, with separate inventory and settings, to meet your business needs.
TIP: If the Organization component is enabled on your appliance, but you do not see the drop-down list in the top-right corner of the Administrator Console next to the login information, there are two possibilities: Either fast switching is not enabled, or your user role does not have permission to manage organizations.
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For example, in a school environment, you could create one organization for teachers and another organization for students. You could then automatically assign managed devices to each organization and manage them separately. Further, you could assign organization-specific roles to administrators and users to control their access to the appliance Administrator Console and User Console. Administrators in one organization would not need to view the devices and inventory items in the other organization. You can add up to 50 organizations on a single appliance.
For information about configuring general organization settings for the appliance, see Configure appliance General Settings with the Organization component enabled.
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