Emails within call logs

[Andrew Tasker]

Good afternoon,

Is anyone aware of a way in which we'd be able to show the sender, anyone who is copied in and the time it has been received into the problem description of a new Incident when logging from the email itself?

Thanks

[Steven Boardman]

@Andrew Tasker If i have understood correctly, you want to take attributes of the inbound email which created a ticket and add those attributes to the ticket details?

If so, you can use the following Get Request Information > Source Email Details node in your business process - this will make a number of the email attributes available to you, including From Address, CC Addresses and Time Received.

You can then use the Update Request options to either update the Request Details or custom fields, and using the variable picker you can inject any of the above output params (attributes) into your field of choice.

In your business process, you will probably want to make another check on the source of the ticket before doing the above - so check if the source is email and then branch on a decision node and do the above, and if not then branch and ignore the above

Steve