Advanced automatic request ticket routing
I would like to be able to receive a request via email and do multiple different things with it.
1) Route based on sender
2) Route based on receiving address (Would require multiple email inboxes)
3) Route emails to templates, which could spawn multiple requests (like a new user email from HR, which could spawn a PC setup, user account setup, security access badge, etc.)
4) Automatically close a ticket based on rules - such as an automatically generated alert could close a ticket. (i.e. Site24x7 sends a "website down" alert, which creates a request ticket. 15 minutes later a "website up" alter is sent. Based on the content, the original ticket could be auotmatically closed. Could be used for logging events to, like user creation tools could log a new user is created as a request that is automatically closed.
5) Add regular expression support to intelligently pull information from emailed forms.
6) Figure out the requester based on a regex - if a user emails me a request and I forward it to servicedesk, servicedesk could pull the original requester out of the original email.
1) Route based on sender
2) Route based on receiving address (Would require multiple email inboxes)
3) Route emails to templates, which could spawn multiple requests (like a new user email from HR, which could spawn a PC setup, user account setup, security access badge, etc.)
4) Automatically close a ticket based on rules - such as an automatically generated alert could close a ticket. (i.e. Site24x7 sends a "website down" alert, which creates a request ticket. 15 minutes later a "website up" alter is sent. Based on the content, the original ticket could be auotmatically closed. Could be used for logging events to, like user creation tools could log a new user is created as a request that is automatically closed.
5) Add regular expression support to intelligently pull information from emailed forms.
6) Figure out the requester based on a regex - if a user emails me a request and I forward it to servicedesk, servicedesk could pull the original requester out of the original email.