Email Command

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.