Difference between revisions of "Service Desk/Auto Respond"
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{{DISPLAYTITLE:New Ticket Automated Response}} | {{DISPLAYTITLE:New Ticket Automated Response}} | ||
=Overview= | =Overview= | ||
| − | * Event ID: | + | * Event ID: 1039 |
* Event name: Service Desk Inbound Email Auto Response | * 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. | 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 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. | 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 | * Subject | ||
* Original Email Content - This is the email message that was sent in (received) by the ticket creator. | * 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 = | = See Also = | ||
Revision as of 16:07, 21 February 2018
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.
- Once the email has been retrieved by the system and a service desk ticket has been created, the event is triggered.
- 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 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.
- 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.
