Replying to an SMS Notification
We have ServiceDesk setup to send SMS notifications to our technicians when a request is assigned to them. We have our Blackberry email addresses specided in the 'SMS Mail ID' field. However, when trying to reply to the SMS, ServiceDesk creates a new ticket, rather than threading the reply into the previously opened request.
For example, if Request ID #1 gets assigned to me, I get an SMS notification sent to my Blackberry device. Then, if I'm out in the field, I reply to the SMS notification to say that the request has been completed, and that I'll close the ticket when I have access to a computer. However, ServiceDesk treats my reply as a new request and creates Request ID #2 (Even with the Request ID in the subject of the email), probably because it's not coming from my email that I specified in the 'E-mail' field of my technician profile in ServiceDesk. What I'm hoping for is that ServiceDesk can recognize that I'm sending mail from my SMS Mail ID, and thread my response as a reply, into the original Request ID #1.
Anyone in a similar situation know if this is possible? Thanks in advance.
For example, if Request ID #1 gets assigned to me, I get an SMS notification sent to my Blackberry device. Then, if I'm out in the field, I reply to the SMS notification to say that the request has been completed, and that I'll close the ticket when I have access to a computer. However, ServiceDesk treats my reply as a new request and creates Request ID #2 (Even with the Request ID in the subject of the email), probably because it's not coming from my email that I specified in the 'E-mail' field of my technician profile in ServiceDesk. What I'm hoping for is that ServiceDesk can recognize that I'm sending mail from my SMS Mail ID, and thread my response as a reply, into the original Request ID #1.
Anyone in a similar situation know if this is possible? Thanks in advance.