FAQ:Configure AutoResponder to Log an ITSM call

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'