Service Desk/Outbound Email

Overview

Service Desk Outbound Email is an optional extension to the Service Desk Module. It provides the ability for service providers to:

• Notify end users of service desk request note updates via email

This extension handles outbound email only. A different extension handles inbound email notifications for the Service Desk. If you would like more information on the Service Desk Outbound Email extension, please contact Emersion Sales.

Once the module is enabled for your service provider account, you will need to perform some configuration to get it up and running.

Configuration

This section describes how to configure Cumulus to allow the system to send automatic email updates to end users upon creating a new note against a service desk request.

Prerequisites

Emersion will map the Notify Service Ticket Updated system event type to your default account profile when you are granted access to this extension. If other account profiles are required to have this event type mapped, please contact Emersion Support.

The first step in the configuration is to ensure you have a email message template created for this mapped event type and enabled the action mapping.

NAV: Events > Templates > Email > Create New Email Template