Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Table 12-1
Process for customizing the email actions for ServiceDesk processes
Description Action
Each process can trigger several types of email notifications. You
can customize the email notifications by editing the project for
the appropriate process in Workflow Designer.
See “About automatic email notifications” on page 152.
For more information about editing the process projects, see the
Workflow Solution User Guide.
Customize the
automatic email
notifications.
The contents of the automatic email messages are predefined
for each type of notification. You can customize any of these
messages or add new ones.
See “About the contents of email notifications” on page 153.
Edit the automatic
email contents.
ServiceDesk monitors the appropriate inbox for all new, unread
emails and processes them by creating incidents or routing them
to the support team for classification.
You can customize the email monitoring as follows:
■
The mailbox and other email settings are configured during
the installation of the ServiceDesk application software. If
necessary, you can change some of these settings on the portal
Master Settings page.
See “Mail Settings page” on page 95.
■
You can use the monitoring process as it is defined or you can
customize it. For example, you can monitor multiple
mailboxes, define the email contents to be processed, and
change the assignee for the new incidents.
See “About configuring the email monitoring” on page 154.
Customize the email
monitoring.
About automatic email notifications
ServiceDesk can send email notifications at various stages of a process, based on
one or more events that occur within the process. The type of event determines
the contents and the recipients of the email notifications.
For example, when a technician resolves an incident, an email that contains
information about the resolution is sent to the person who submitted the incident.
ServiceDesk contains default notifications for the following core processes:
■
Incident Management
■
Problem Management
Customizing the email in ServiceDesk
About automatic email notifications
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