Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 155

By default, the email monitoring process can also add the contents of the email
responses to a process ticket. The recipient of the email can send a reply that
contains the requested information. The monitoring process reads the reply code
that is associated with the email. The process adds the email contents to the
appropriate process history and creates a task for the process worker.
The mailbox and other email settings are configured during the installation of
the ServiceDesk application software. If necessary, you can change these settings
on the Application Properties page, below the Service Desk Settings link. The
Application Properties page is available from the Admin menu.
See "Commands on the Admin menu"
The default monitoring process is ready to use. However, you can customize it in
several ways to meet your organization s requirements.
Suggestions for customizing the email monitoring
Table 12-3
Customization
Examples of how you might customize the
email monitoring process are as follows:
Configure the process to monitor
multiple mailboxes.
Add or change the words or phrases in
the subject line that trigger the creation
of an incident.
Create an incident rule that defines the
words or phrases in the message body
that can populate values in the incident.
Use a notification rule to automatically
create an email if additional information
is needed from the original sender.
Change the assignee for the incidents that
are created automatically.
Create templates for the users who submit
incident through email so ServiceDesk can
capture or evaluate specific information.
Many organizations perform this
customization.
Customizing the email in ServiceDesk
About configuring the email monitoring
on page 165.
Method
Edit the SD.Email.Monitor project in
Workflow Designer.
Edit the SD.Email.InboundManagement
project in Workflow Designer.
You can create an email template in your
email client, and then set up incident rules
in the SD.Email.Monitor project to evaluate
the template content.
For example, if you include a Location field
in the email template, the incoming email
messages can be routed to the correct
location.
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