The system processes requests via email when the Administrator has enabled the following options, under the Administrator>Setup>Email>Setup tab:
Email Polling
Create/Update via Email.
The Customer sends an email to the support system email address or to an alias account that has been assigned to a Team of Technicians. The application uses the Customer's email address to verify they have an account, and populates the Description with the body of the email. Any attachments sent with the email are uploaded to the Attachments tab of the newly entered request.
By
default, when the application is installed a Classification of General
exists. If required, this Classification can be renamed. However, when
a new request is received via email, it is assigned the General or the
renamed Classification. The Priority is set to Medium and the Item assigned
to the request is set to Unknown, unless the Customer only owns one Item
in the system, in which case that Item will be assigned to the request.
The Classification and Item can be changed by the assigned User when they
open the request in edit mode.
If the Allow Unknown option is set to No in the Admin>Setup>Privileges>Requests tab, when a request that is assigned the Unknown Item is opened in Edit mode, the User will not be allowed to save changes to the request without replacing the Unknown Item with an actual Item.
Notification that a request has been received is sent to the User assigned to the request, and a confirmation email is sent to the Customer. For further information see Email Polling and Request Creation.
Customers can manage requests via email by including the Incident # followed by the specific request number in the Subject field of the email. The request is referenced by its number, and a Note is created in the system using the main text of the email, with any email attachments saved to the Attachments tab.
The audit history of the request is updated and notifications are sent based on the request settings.
To edit an Incident, click the Incident number or problem report hyperlink. The selected Incident will default to the Incident Information tab.
To edit your selection:
Click on the Edit button
Make the required changes such as: Assign the correct Item, Classification and Status (See: Summary Tab.)
Click Save.