Service Desk/Auto Respond - Revision history

Dcowan: page moved to confluence

2018-05-08T07:41:00Z

page moved to confluence

Dcowan: page moved to confluence

2018-05-08T07:39:34Z

page moved to confluence

Dcowan at 06:07, 21 February 2018

2018-02-21T06:07:42Z

Dcowan: until we fix Date Created and Category, they can't be documented as being supported

2018-02-20T06:15:32Z

until we fix Date Created and Category, they can't be documented as being supported

Scarpenter: /* See Also */

2017-09-08T05:39:36Z

‎See Also

Scarpenter at 05:26, 8 September 2017

2017-09-08T05:26:23Z

Scarpenter: Created page with "{{New Ticket Automated Response}} =Overview= * Event ID: 1036 * Event name: Service Desk Inbound Email Auto Response This event type is designed to provide an auto-response t..."

2017-09-08T05:24:53Z

Created page with "{{New Ticket Automated Response}} =Overview= * Event ID: 1036 * Event name: Service Desk Inbound Email Auto Response This event type is designed to provide an auto-response t..."

New page

{{New Ticket Automated Response}}
=Overview=
* Event ID: 1036
* Event name: Service Desk Inbound Email Auto Response

This event type is designed to provide an auto-response to customers who raise a service desk ticket via email.

The process starts with an end customer emailing a [[Service_Desk/Mailbox_Configuration|Service Desk mailbox]]. Once the email has been retrieved by the system and a service desk ticket has been created, the event is triggered. The ticket creator can receive a message that can contain some basic information about the ticket they have raised as a confirmation.

This event will not trigger when an existing ticket is updated. Notifications for ticket updates is achieved using the [[Service_Desk/Outbound_Email|outbound email event]]. This event is for new tickets only.

= Prerequisites =
This event works in conjunction with the following modules. All modules must be enabled for this event to fire.

* Service Desk
* Service Desk Inbound Email
* Events

In addition, the event type must be mapped to your service provider account. You can check this under '''Events > Template > Mapping'''. Perform a search for event type ID 1039. If there is an entry there, the event has been mapped and ready for you to use.

==Message Actions==
Both Message and SMS actions are supported.

==Template Variables==
The following variables are available in the event.

* Time Created
* Date Created
* Ticket Number
* Sub Category
* Category
* Queue Name
* Subject
* Original Email Content - This is the email message that was sent in (received) by the ticket creator.

= See Also =
* [[Service Desk]]
* [[Service_Desk/Mailbox_Configuration|Service Desk Inbound Email]]
*

← Older revision		Revision as of 07:41, 8 May 2018
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−	This page has been [https://resources.emersion.com/display/EKB/~~Outbound~~+~~Email~~ moved]	+	This page has been [https://resources.emersion.com/display/EKB/Auto+Responder moved]

← Older revision		Revision as of 07:39, 8 May 2018
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−	~~{{DISPLAYTITLE:New Ticket Automated Response}}~~	+	This page has been [https://resources.emersion.com/display/EKB/Outbound+Email moved]
−	~~=Overview=~~
−	* Event ID: 1039
−	* Event name: Service Desk Inbound Email Auto Response
−
−	This ~~event type is designed to provide an auto-response to customers who raise a service desk ticket via email.~~
−
−	~~- The process starts with an end customer emailing a [[Service_Desk/Mailbox_Configuration\|Service Desk mailbox]]. <br />~~
−	~~- Once the email has been retrieved by the system and a service desk ticket~~ has been ~~created, the event is triggered. <br />~~
−	~~- Depending on the configuration of the event's~~ [~~SystemEvents~~/~~Templates\|Message Template], the ticket creator can receive a message that can contain some basic information about the ticket they have raised as a confirmation.~~
−
−	~~This event will not trigger when an existing ticket is updated. Notifications for ticket updates is achieved using the [[Service_Desk~~/~~Outbound_Email\|outbound email event]]~~. ~~This event is for new tickets only.~~
−
−	~~= Prerequisites =~~
−	~~This event works in conjunction with the following modules. All modules must be enabled for this event to fire~~.
−
−	* Service Desk
−	* Service Desk Inbound Email
−	* Events
−
−	In addition, the event type must be mapped to your service provider account. You can check this under '''Events > Template > Mapping'''. Perform a search for event type ID 1039. If there is an entry there, the event has been mapped and ready for you to use.
−
−	~~==Message Actions==~~
−	~~Both Message and SMS actions are supported.~~
−
−	~~==Template Variables==~~
−	~~The following variables are available in the event.~~
−
−	* Time Created
−	* <s>Date Created</s>
−	* Ticket Number
−	* Sub Category
−	* <s>Category</s>
−	* Queue Name
−	* Subject
−	* Original Email Content - This is the email message that was sent in (received) by the ticket creator.
−
−	- Note: If the message template is configured to send to either Primary or Billing contact email addresses, and the email has been received from a different email address on a different contact type (say from a secondary contact), then the outgoing email won't be sent to the same email address. Please be aware of this when configuring your message template.
−
−	~~= See Also =~~
−	* [[Service Desk]]
−	* [[Service_Desk/~~Mailbox_Configuration\|Service Desk Inbound~~ Email]]
−	* [[SystemEvents/Templates\|Setting up event templates]]
−	* [[SystemEvents/Actions\|Event actions]]

← Older revision		Revision as of 05:39, 8 September 2017
Line 38:		Line 38:
	* [[Service_Desk/Mailbox_Configuration\|Service Desk Inbound Email]]		* [[Service_Desk/Mailbox_Configuration\|Service Desk Inbound Email]]
	* [[SystemEvents/Templates\|Setting up event templates]]		* [[SystemEvents/Templates\|Setting up event templates]]
		+	* [[SystemEvents/Actions\|Event actions]]

@@ Line 1: / Line 1: @@
 {{DISPLAYTITLE:New Ticket Automated Response}}
 =Overview=
-* Event ID: 1036
+* Event ID: 1039
 * Event name: Service Desk Inbound Email Auto Response
 This event type is designed to provide an auto-response to customers who raise a service desk ticket via email.
-The process starts with an end customer emailing a [[Service_Desk/Mailbox_Configuration|Service Desk mailbox]]. Once the email has been retrieved by the system and a service desk ticket has been created, the event is triggered. The ticket creator can receive a message that can contain some basic information about the ticket they have raised as a confirmation.
+- The process starts with an end customer emailing a [[Service_Desk/Mailbox_Configuration|Service Desk mailbox]]. <br />
 This event will not trigger when an existing ticket is updated. Notifications for ticket updates is achieved using the [[Service_Desk/Outbound_Email|outbound email event]]. This event is for new tickets only.
@@ Line 33: / Line 35: @@
 * Subject
 * Original Email Content - This is the email message that was sent in (received) by the ticket creator.
 = See Also =

@@ Line 26: / Line 26: @@
 * Time Created
-* Date Created
+* <s>Date Created</s>
 * Ticket Number
 * Sub Category
-* Category
+* <s>Category</s>
 * Queue Name
 * Subject

@@ Line 1: / Line 1: @@
-{{New Ticket Automated Response}}
+{{DISPLAYTITLE:New Ticket Automated Response}}
 =Overview=
 * Event ID: 1036
@@ Line 37: / Line 37: @@
 * [[Service Desk]]
 * [[Service_Desk/Mailbox_Configuration|Service Desk Inbound Email]]
+* [[SystemEvents/Templates|Setting up event templates]]