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When creating Requests and Comments from email, please make sure that the Email This Issue Mail Handler is configured with a Default Reporter that has permissions to add issues, comments and attachments in the Service Desk Project. |
Service Desk Mail Handler Parameters
There are several additional mail handler parameters specific to Service Desk Processing Strategy.
| Parameter | Description |
|---|---|
| Customer Request Types | Select the Customer Request Type belonging to the Issue Type of the mail handler in the Service Desk project. This customer request type will be set in the requests |
| Service Desk Comment Visibility | Specify if the handler should always add Internal or Shared with Customers comments or resort to the default behaviour. |
| When Customers are Created | Select the email template to notify newly created customers (if the Service Desk is open for public signup). Templates based on the Theme: Service Desk Customer Invitation will be listed here. |
| When Participants are Added | Select the email template to notify newly added Request Participants. Templates based on the Theme: Service Desk Request Participants Added will be listed here. |
| Unrelated Customers | Specify how to treat cases when a Customer sends email referencing a request which is not shared with the Customer. The handler can process these emails as well or you can specify to create new requests in such cases. |
Service Desk Automation Rules and Execution of Transitions
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