Automatic Email - Request Type

[David_Wilson]

We're looking at automating the logging of all emails into Service Manager.

 

We only publish one support email address so so currently the analysts manually raise an incident or a service request at the point of receiving the email. The Routing Rule Templates has request type as mandatory, so request must either be an Incident or a Service request if the rule is applied.

 

Can anyone advise a solution that allows all email to be automated but distinguish between the two request types?

 

 

[Victor]

@David_Wilson do you have a set of criteria in an email which will separate between the two? If you do, and if this criteria can be implemented in routing rules then sure...

[David_Wilson]

nothing i can think of, all request drop into the one mailbox

[David_Wilson]

Is it possible to select the associated service once  ticket has been logged?

[Victor]

1 hour ago, David_Wilson said:

nothing i can think of, all request drop into the one mailbox

Ok, on what basis an analyst decides one is an incident the other is service request?

42 minutes ago, David_Wilson said:

Is it possible to select the associated service once  ticket has been logged?

No. The service s associated to the request at the time the request is logged. It cannot be changed afterwards (for a variety of reasons).

[David_Wilson]

9 minutes ago, Victor said:

Ok, on what basis an analyst decides one is an incident the other is service request?

Review of he actual request, simply put if its some one reporting fault its an incident if they're asking for something its a service request.

[Victor]

2 minutes ago, David_Wilson said:

Review of he actual request, simply put if its some one reporting fault its an incident if they're asking for something its a service request.

Then I don't see how routing rules can distinguish between the two since they require a human eye to make the distinction

Try and see if you can start promoting self-service portal? Much more option and flexibility there...