Configure AutoResponder to Log an ITSM call

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Status: Published
Version: 1.1
Authors: Hornbill Support
Applies to: Supportworks ITSM 3.6.1


It is possible to create an AutoResponder rule which will log a new ITSM call when an email is sent to Supportworks. There are a number of settings to this rule which allow control of the following parameters.

  1. Call Class: The type of call to be logged such as Incident or Service Request
  2. SLA: The Service Level to associate with the resulting call
  3. Configuration Item: The CI to link to the call
  4. Service: The Service to link to the call
  5. Process: The Business Process to associate with the call


It is a Supportworks Administrative task to configure AutoResponder rules as these are accessed through the Supportworks Server. Below is an outline of how to access this area.

  1. Open Supportworks Server Configuration->E-Mail Auto Responder tab.
  2. Edit the 'Log New Call' entry
    • Data Dictionary: ITSM
  3. Click Ok
  4. Edit the 'Log New Call' entry, Ok Action tab
    • change Action value to arLogNewITSMCall


For further options and how to configure the settings for the AutoResponder rule, please see the table below. This refers to the settings on the OK Actions tab.


Parameter Expression Description Mandatory
customerId sc_keysearch Customer ID resolved from email address of sender Yes
customerFirstname sc_firstname Customer first name resolved from email address of sender Yes
customerLastname sc_surname Customer surname resolved from email address of sender Yes
callClass callClass Call Class, defined on the Settings tab Yes
assignGroup assignGroup Supportgroup to assign the call to, defined on the Settings tab Yes
profileCode profileCode Problem Profile, defined on the Settings tab Yes
replyEmail fromAddress Email address to reply to Yes
replyMailbox mailbox Mailbox to send emails from, defined on the Settings tab Yes
replyTemplateOk replyTemplateOk OK Template, defined on the Settings tab Yes
replyTemplateFail replyTemplateFail Fail Template, defined on the Settings tab Yes
msgSubject subject Email subject Yes
msgBody body Email body No
sla sc_priority or defaultSla
  • sc_priority to use the priority defined against the customer record
  • defaultSla to use the priority as defined on settings tab (overridden if Process has Force SLA)
Yes
3rdPartyCallref Used to store an external reference for the call being logged (see Note 1 below) No
configuration_item Associate a Configuration Item ID (see Note 1 below) No
service Associate a Service ID (see Note 1 below) No
impact ITSM Impact Level e.g 'High', 'Medium' or 'Low' (see Note 1 below) No
urgency ITSM Urgency Level e.g 'High', 'Medium' or 'Low' (see Note 1 below) No
process Business Process to log the call against (Default is used if there is one) (see Note 1 below) No
originalEmailID originalEmail This input parameter is used by the AutoResponder Attachment Email functionality. This needs to be set to - originalEmail. No
attachEmail 0 or 1 This input parameter is used to determine whether or not the AutoResponder email should get attached to the Call. To enable this, set the value to 1, otherwise set to 0. No


Notes:

  • Use appropriate function to extract the 3rd party reference e.g. TOKEN(subject,0,4). Alternatively a specific value can be entered although it must be surrounded by single or double quotes e.g. the process could be set as 'Service Request'
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