Tag Archives: Incidents

Bypass Mandatory KB Search on New Incidents in ServiceDesk

Modify the SD.Feeder.GeneralIncidentSubmitForm project and go to the Input Data of the Primay model.  Add a variable called SkipKBSearch with a Default Value of True.

Insert a Matches or True/False rule between SetReturnPath and KB Search components.  Link the True output to the Check ReturnPath component and the other two to the KB Search component.

E-mail Monitoring in ServiceDesk

Admin>Data>Application Properties


Reply-to address in the Outbound Mail Settings contains email address from which ServiceDesk sends notifications email.  This should match the email address used in the Inbound Mail Settings to ensure email responded to goes to the inbox being monitored.

If an incoming email subject contains “New Incident” or “New Ticket”, an incident will automatically be created for that email.  From will be used for the Primary Contact and the body will be used for the description.  File attachments are saved with the ticket and added to document management.

Replies are handled by this process.  System generated email footers contain a reply code to identify associated tickets.

If email cannot be identified, a task will be created for Service Manager to classify email.

SD.Email.InboundManagement: This workflow looks at incoming e-mail to ServiceDesk that have an improper subject line and create tasks for Service Managers to determine if they should become incidents.  It is called by SD.EmailMonitor when an email with the incorrect subjet is received.

SD.Email.Monitor: This Monitoring project monitors the inbox(es) configured to receive ServiceDesk incidents via email. It reads and evaluates email, checking for valid email address format, and whether the email is a response.  It creates tickets for Incidents deemed valid or updates a ticket if it is a response.

SD.EmailServices: This project contains the email templates that define the content of email in ServiceDesk.