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 @@@

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.


This article is relevant to:
Service Desk

You may be interested in these other recent articles

ManageEngine ServiceDesk Plus On-Premise Build Release Information

28 June 2022

Summary details of the current Build Release information for ManageEngine ServiceDesk Plus. To safely upgrade your current instance of ManageEngine ServiceDesk Plus please refer to…

Read more

ManageEngine Endpoint Central (formerly Desktop Central) On-Premise Build Release Information

27 June 2022

Summary details of the current Build Release information for ManageEngine Endpoint Central. Note: Desktop Central changing its name to Endpoint Central will not affect the…

Read more

ManageEngine ServiceDesk Plus Cloud Build Release Information

Summary details of the current Build Release information for ManageEngine ServiceDesk Plus Cloud Edition. All upgrades are performed by the Zoho Cloud team. Should you…

Read more

Get to building your business apps with the new AppCreator

9 June 2022

ManageEngine’s new low-code application development tool Creating an application, building one and deploying it can be expensive and time consuming as you have to make…

Read more

Endpoint Central’s Endpoint Security

31 May 2022

Endpoint Central (formerly Desktop Central) not only got a name change but has also introduced Endpoint Security to help organisations keep their endpoints secured. According…

Read more