Email - Raise Request options to select request type

[Martyn Houghton]

When raising a request form an Email in the mailbox, you only have the option to Raise Request, rather than the request type specific options you have under the 'Raise New' option where you can select all request types, such as a change request etc.

With the current option you only seem to be able to create a incident or a service request using the default progressive capture process or am I missing a step?

If this is the case do you have any plans to add the similar option to selectively choose the type of request when logging a new one from email?

 

Cheers

Martyn

[David Hall]

Hi Martyn,

The "Raise Request" from an email works in the same way as when you click directly on the "Raise New" button (rather than choosing a specific request type from the Raise New menu button) both of which will run the progressive capture process defined in the application setting " app.itsm.progressiveCapture.newRequest " (Full details of which settings are used to determine the progressive capture process can be seen in point 5 on this wiki page https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow)

Within the progressive capture (The default for "Raise New" is "new request") you can include the customised form "Analyst Request type" and during logging this will present the analyst with a choice of all of the request types that they have the roles to access.

Regards,

Dave.