Email Command

The Email Command in ServiceDesk Plus parses through all incoming emails, extracts the required data, and automates request-related actions such as adding/creating, editing, updating, and picking up requests.

Define request delimiters under Email Command to parse all incoming emails, update the required request fields or perform various operations automatically. Note that only emails from authorized users (with login permissions) will be parsed.

Role Required: SDAdmin

Configure Email Command using the following pointers:

Field	Explanation
Enable Email Command	Select this option to activate email parsing.
Email Subject Contains	Enter the exact parsing identifier; emails that do not have this string under their subject will NOT be parsed.
Command Delimiter	Specify a special character, say $, that will enclose the field/operation and the parser action required. For example, if the request must be assigned request high priority, the email content will be as follows: $Priority=High$ To add a new request, the email content will contain: $Operation=AddRequest$

Field Parsing Rules

Fields specified in the email, but absent in the application will not be parsed. If the email specifies more than one value for any field, only the last value will be considered. Other values will be discarded.

If the requester name is not specified in the email, the email sender will be considered as the requester.

Operational Strings

For various request-related operations, use the following strings, enclosed within the specified command delimiter, in the email content:

Action	Operational String
Create a new request	Operation=AddRequest
Edit or update a request*	Operation=EditRequest
Close a request*	Operation=CloseRequest
Pick up/assign a request*	Operation=PickupRequest

*The email must contain the Request ID for the operation to be performed.

Emails with Request ID in the subject line, but with no operational strings in the email body will not create new requests. Also, Request ID in the email description takes precedence over the Request ID in the subject line.

Request operations: Roles and Permissions

All update information, including images and attachments, will be added only under the history tab, and not under conversations.

Emails from users with only requester/technician permissions will be parsed only for fields that were available to the user while creating the request. Actions such as picking up, updating, or closure of requests will be based on the permissions available to the requester.

The following fields, depending on user permissions, can be parsed:

Level	Mode
Priority	Urgency
Impact	ImpactDetails
Category	SubCategory
Item	Group
Technician	TechnicianEmail
Requester	RequesterEmail
RequestID	RequestTemplate
RequestType	Status
Site	Asset
Resolution	Additional Field Label
Editor*	EditorEmail*

Apart from these fields, you can also add or edit resources in requests based on the service templates.

Email command format for resources: @@resource_api_key.question_api_key=answer@@. Example : @@res_301.qstn_select_302=compaq@@

Email command format for dates: dd MMM yyyy, HH:mm:ss. Example: 23 Jul 2024, 06:27:00

Resource answer should be "name" of the available options.

For select, string, and radio fields, only one possible answer is valid. If more than one answer is given, those will be considered inactive and the corresponding question will be removed from that resource.

For the check field, multiple answers are supported. If any of the answers given is invalid, that particular answer alone will be removed and the remaining valid answers will be retained.

If all answers given for the check field are invalid, the corresponding question will be removed. This case will be valid for edit operation, considering that a particular question already has a valid answer.

If any of the keys repeats more than once with the same or different value, the last key alone will be considered.

The admin can change the fields that are available to the technician or requester in the default template.