|
|
| (2 intermediate revisions by the same user not shown) |
| Line 1: |
Line 1: |
| − | {{DISPLAYTITLE:New Ticket Automated Response}}
| + | This page has been [https://resources.emersion.com/display/EKB/Auto+Responder moved] |
| − | =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
| |
| − | * <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.
| |
| − | | |
| − | = See Also =
| |
| − | * [[Service Desk]]
| |
| − | * [[Service_Desk/Mailbox_Configuration|Service Desk Inbound Email]]
| |
| − | * [[SystemEvents/Templates|Setting up event templates]]
| |
| − | * [[SystemEvents/Actions|Event actions]]
| |
