Did you know that ManageEngine ServiceDesk Plus can interpret email commands? One very useful facility supported by ManageEngine ServiceDesk Plus is the Email-Command feature under the Admin Tab in Mail Server Settings:

To enable ManageEngine ServiceDesk Plus E-Mail Commands simply enable the checkbox as shown above. 

The great benefit of using the ManageEngine ServiceDesk Plus E-Mail Command feature is that you are able to enter data directly into Request fields from the content of an email. Normally when you send an email into ManageEngine ServiceDesk Plus the only information that is recorded is the person sending the email, as the Requester, the Subject, from the email subject, and the rest is entered into the Description field of the Request. No other field data of a Request is updated (other than by subsequent processing by Business Rules – one for another time).

Using the feature is simplicity itself. For any email you want ManageEngine ServiceDesk Plus to process for commands include the required text string in the email subject, the default is ‘@@@’. Then, in the content of the email (the end is fine) include your ManageEngine ServiceDesk Plus E-mail Commands delimited with the required text string, the default being ‘@@’. For example:

Subject: This is a test email @@@
Body:
@@OPERATION=AddRequest@@

@@REQUESTTEMPLATE=Server Alerts@@
 
I’ve often used the feature to automate the routing of monitoring alerts from various network management systems to the correct Support Groups. The easiest way to do this is to create an Incident Template that is pre-defined as required for Category, Support Group and the like. Then use the ManageEngine ServiceDesk Plus Email-Command feature to apply the required template by including the relevant command text in the monitoring system alert.
 
Just remember the email sender must have technician rights in ManageEngine Service Plus and the options you are setting with an E-Mail Command, such as a Request Template, must already exist in ManageEngine ServiceDesk Plus. If you need a summary of the Operations available and the Request fields that can be parsed just take a look at the Help Card under the E-Mail Commands in your ManageEngine ServiceDesk Plus.
Enjoy!

 

This article is relevant to:
Service Desk

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