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Customize E-mail Monitoring
Symantec® ServiceDesk Customization Guide 7.0
To modify an e-mail template
1.
Within the SD.EmailServices project in Symantec Workflow, review the subject,
body, and header for the existing e-mails sent. Particularly pay attention to the ones
interfacing with end-users.
2.
Modify text as needed, in addition to adding variables to include more data if
needed.
Note About How the E-mail Templates are Selected
in ServiceDesk
When called, the e-mail services application either automatically uses a template based
on parameters passed in, or proceeds in a "generic" fashion that makes it possible for
the technician to select a template.
E-mail services first looks for ProcessID and TrackingID variables and if either of those
are found, it acquires the corresponding data. The templates made available at this
point will be specific to the type of project that corresponds with the process ID. (For
example, if the process ID is IM-000001, then the list of templates will be from Incident
Management.)
If no process ID or tracking ID are found, the service presents the user with a basic e-
mail form that requires manual population of data.
ServiceDesk 7 can accept new incidents or updates to current incidents through the
inbound e-mail interface. The e-mail process is found in the SD.Email.Monitor project.
The e-mail address, user name, password, e-mail type, and server information is all set
up during the installation process. (Changes can be made however from the Admin tab
> Data > Application Properties.)
Brief Overview of How it Works & Ideas for
Customization
The SD.Email.Monitor process allows for anyone to send in an incident using a standard
e-mail. If the subject line includes the words "New Incident" or "New Ticket," the e-mail
monitoring process automatically creates a new incident and sends the mailer a return
e-mail that an incident was created. You can add additional words to look for that would
qualify the creation of a new ticket, or additional rules.
You can also set up monitoring to look for strange characters to do additional spam
filtering if unwanted e-mails are making it into the ServiceDesk Inbox.
To set up additional words acceptable as subject text:
1.
Open the SD.Email.Monitor project in Symantec Workflow.
2.
Click on the ProcessMessage model in the Project tree.
3.
Double-click the "Is New Incident Request?" Embedded Model component.
4.
Copy and paste the existing "Looking for New Incident:" Text Contains Rule
component. This component will follow the "does not contain" output path of the
"Looking for New Ticket:" Text Contains Rule component.
5.
Connect the "contains" path to the "New Incident" End component.
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