Symantec® ServiceDesk Customization Guide 7.0
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6. Connect the “does not contain” path to the “Not New Incident” End component.
7. You can also change the existing “New Ticket” and “New Incident” text as desired.
If the e-mail does not contain the words “New Incident” in the subject line, a task is
created for the Service Managers (this is done in the SD.Email.InboundManagement
project) to review the data and classify it as either an incident, problem, change, or
knowledge base request. The assignee for this task can be customized in the
SD.Email.InboundManagement project.
The system identifies the user based on the “From” address. If the user is not listed as a
contact, it can be automatically added, and an incident is created based upon
information contained in the e-mail. The e-mail subject line becomes the title for the
incident, and default values, such as queue, status, urgency and the like are assigned.
It is possible to use an incident rule to parse the body of the message looking for specific
words or phrases, such as “windows,” “Word,” “Excel,” “printer,” or “corporate
headquarters.” If specific words or phrases are identified, then specific ticket types or
field values can be set within the incident.
The E-mail process relies on an automatically-generated reply code to link e-mail
correspondence to an incident. (E-mail correspondence becomes a part of the incident
history; it is not necessary for a technician to check an Inbox.) If a reply code is deleted
for whatever reason, the Service Manager by default gets a task to review the e-mail
and can associate it to an existing ticket.
Processing Large Amounts of E-mail
The SD.Email.Monitoring process allows for quick processing of e-mails, however if you
tend to have a large bulk of e-mails to process, it is recommended to modify the e-mail
monitoring process to change it to a Windows Service.
To set up e-mail monitoring as a Windows Service
1. Open the SD.Email.Monitor process in Symantec Workflow.
2. Click on the main model in the Project tree.
3. Click on the Publishing tab, and change the deployment type under Deployment to
Windows Service.
4. Publish the project as an Installer.
5. Copy the installer file to the server.
6. Execute the installer.
Implement Multiple Mailbox Monitoring
The SD.Email.Monitor process is set up to watch or monitor a single mailbox for inbound
e-mail. The process can be modified should your organization utilize multiple mailboxes
that each serve a particular role/function for e-mail collection.
The easiest way to implement multiple mailbox monitoring, however, is to set routing up
on the mail server-side so e-mails go to the monitored inbox. But if you want to do it
using Symantec Workflow, follow the instructions in this section.
To set up a second e-mail box to monitor (high-level steps)
1. Open the SD.Email.Monitor process in Symantec Workflow.
