Track e-mail sent for Software Notifications
Extend the e-mail feature notifying users of software to record the e-mail and optionally create an incident.
This has greatest use I feel when prohibited software is identified. If an e-mail is sent that can be recorded against the user or better still create an incident. That means the wording of the e-mail is captured and essentially the time to resolve the incident for the end user is ticking. The service desk team are alerted that there may be an incoming call from the end user as well.
if the user fails to remove the software you are better equipped to prove they were given adequate warning before any other measures are taken. It may be that the software is incorrectly classified and the user needs to record that and this then kicks of the change process to reclassify, but it is all captured within ServiceDesk.
Regards,
Andy
This has greatest use I feel when prohibited software is identified. If an e-mail is sent that can be recorded against the user or better still create an incident. That means the wording of the e-mail is captured and essentially the time to resolve the incident for the end user is ticking. The service desk team are alerted that there may be an incoming call from the end user as well.
if the user fails to remove the software you are better equipped to prove they were given adequate warning before any other measures are taken. It may be that the software is incorrectly classified and the user needs to record that and this then kicks of the change process to reclassify, but it is all captured within ServiceDesk.
Regards,
Andy