Defining request fields in incoming emails
It would be really useful if the system could take variables defined in the emails it collects and use them to set the corresponding request fields. Whilst the self-service portal is OK for some general requests, we'd like to be able to inject requests into the helpdesk from our own web-forms and
automated processes.
For example the email body could define any of the standard request fields plus any addiotional ones defined, which would be set when it is processed (with some validation obviously).
$Requester="John Smith"
$Category="Server"
$SubCategory="Software"
$Group="Server Admins"
$RequesterAdditionalFieldName1="Windows Server 2008"
$RequesterAdditionalFieldName2="BackupExec Agent"
Looking in the forums this has been raised in the past so I was wondering if this was now available? (see forum topic 31023)
Since injecting requests into the database is not recommended, there doesn't appear to be many other options.
For example the email body could define any of the standard request fields plus any addiotional ones defined, which would be set when it is processed (with some validation obviously).
$Requester="John Smith"
$Category="Server"
$SubCategory="Software"
$Group="Server Admins"
$RequesterAdditionalFieldName1="Windows Server 2008"
$RequesterAdditionalFieldName2="BackupExec Agent"
Looking in the forums this has been raised in the past so I was wondering if this was now available? (see forum topic 31023)
Since injecting requests into the database is not recommended, there doesn't appear to be many other options.