This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Adding work information to a request by using email

You can add work information to an existing records. Depending on how your system is configured, you can add work information to any of the following BMC Remedy ITSM record types:

  • Incident request
  • Problem investigation
  • Known Error
  • Work Order
  • Service Requests (updates the Activity Log on the Service Request form)
  • Task

This topic describes how to add work information notes to all record types by using email. It also contains the following information:

 



You can add work information by responding to a system-generated email message about the record, or you can create a new email message.

Note

You can only add work information notes to a record. You cannot update existing work information notes.

When you send the email message, ensure that the subject line starts with RE: Otherwise, the Email Rule Engine rejects the message. Also ensure that the subject line contains the request ID.

Note

In some environments, the Email Rule Engine can parse the body of the email message for the request ID. If your system is configured to do this (check with your system administrator), then you do not need to put the request ID in the subject line. In all cases, however, the subject line must start with RE:

Attachments

You can add an attachment to the email message, which is also added to the work information note. If you add more than one attachment, the email engine zips the attachments into a zip file and attaches it to the work information note.

Before you begin

Check with your system administrator to ensure that your BMC Service Desk system is configured to work with email-generated records.

To add work information notes to a service request by using email.

  1. Perform one of the following actions:

    • Reply to an existing email message about the record to which you want to add the work information note.

    • Create a new email message.

  2. If you are creating a new email message, ensure the To field contains the correct email address for your email server.

  3. Ensure that the Subject field starts with RE: and includes the request ID. Alternatively, if your system can read the request ID from the body of the email message, ensure the request ID appears in the body of the message.

    Tip

    If you are unsure whether your system can read request IDs from the body of an email message, put the request ID in the Subject field.
  4. Type the work information text in the body of the email message.

  5. If you have any attachments, add those to the email message.

  6. Send the email message.


Related topic

Creating work information entries



Was this page helpful? Yes No Submitting... Thank you

Comments