
For detailed configuration steps, please refer to our
help guide.
1. What is the purpose of the Email Command, and when should it be used?
The E-mail Command feature allows technicians to define fields within an email so that it can be parsed and corresponding fields set directly from the email without configuring BR/Triggers. This functionality enables you to trigger emails from a monitoring tool with all necessary values pre-set, streamlining the process and ensuring that the relevant data is automatically populated.
2. I am trying to create a service request using the Email Command, but it only works with a technician's login and not a requester's login.
Yes, the Email Command feature specifically for creating service requests is not supported for requesters' logins. However, it does work for creating incident requests.
Email Command :-
- The email commands will work only if the user sending the email has login access enabled for the application.
- To troubleshoot, go to Setup → Data Administration → System Log and check for any email parsing errors. If you encounter errors, please send a screenshot of the error message so we can assist you further.
- If there are mandatory fields in the template, these fields must also be specified in the email commands.
- The email command feature will only work when the sender has a valid login enabled in the application. Additionally, if the sender is a requester in the application, they should have options available to select values for those fields upon login.
For example, if a requester wants to set the category for a request via email command, the "Requester can set" option should be checked for the category field in the default template.