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4/15/2008 8:57:02 PM
DianaOgnjan-78.0.135.240
7/10/2008 7:46:50 PM
DavorkaGalic-78.1.177.180
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HowToUpdateIncidentsFromEmail...

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

How to update incidents from email?
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The following two E-mail smart modes allow you to update incidents that are already opened in Help Desk:

- Smart Mode: E-mails from Existing users are being registered as Incidents

- Smart Mode With User Registration: All E-mails are being registered as Incidents

If one of these modes is on and a service user replies to an E-mail notification from Help Desk (see chapter “Service Level Management”) the corresponding incident will be updated. Please note that any incident which receives update in this way it automatically changes status to “New” in order for the staff to detect and control this change.

Use case:

- Administrator configures SMTP and POP3 settings of the Polar Help Desk in such way that the “Sender E-mail Address” and the “Server Username” are the same – pointing to the same email account.

- Service User received E-mail notification that the his incident has changed it’s status to resolved (E-mail Title: “Incident status for incident [ID: 3] has been changed to Resolved”)

- Service User sends the reply to the E-mail notification. The title must be left unchanged with eventual prefixes (“RE: Incident status for incident [ID: 3] has been changed to Resolved”) and the E-mail address of the service user must be the same one he or she received notification to.

- When the Polar Help Desk Scheduler reads the emails from the POP3 server, Polar Help Desk recognizes the ID of the incident and the E-mail of that particular service

- If the service user replies using some other email account, the incident will be treated as a new one and processed accordingly.

- If the service user replies and changes E-mail notification title, the incident will be treated as a new one and processed accordingly.

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Tip:

In order to update incident, the E-mail received has to fulfil both of the following conditions:

- unchanged title of the notification email with eventual prefixes

- E-mail sending account must be the same as the E-mail account of the service user (this incident owner) in the Polar Help Desk database

This way it is assured that service users can update only their own incidents.