Information Technology Reference
In-Depth Information
Email incident templates
Email incident templates are used to convert email messages into Service Manager incidents.
When Service Manager detects new messages in the drop folder on a specially configured
SMTP server, it will take information from the email message and use it with an email incident
template, to populate a new Service Manager incident. The process of creating an email inci-
dent template is very similar to that of creating any other type of incident template.
To create an email incident template, perform the following steps:
1.
Select the Templates node in the Library workspace of the Service Manager console.
On the Tasks menu, click Templates, and then click Create Template.
2.
In the Create Template dialog box, fill out the following settings, as shown in Figure
4-31:
■
Name: E-mail incident template
■
Class: Incident
■
Management Pack: Service Manager Incident Management Configuration Library
3.
FIGURE 4-31
Create template
Clicking OK on the Create Template dialog box will open the Incident Template form.
In the form, configure the following settings, as shown in Figure 4-32:
■
Title: E-mail Template Form
■
Classification Category: E-Mail Problems
4.
