Example Scenario 4

To understand how to create Service Requests via Email To Ticket using a Workflow, you can consider the following scenario:

Prerequisites:

• The email preference "Allow Guest User to generate request from E-mail to Ticket" must be enabled.
• "Email to Ticket" feature must be enabled.
• Incoming Email server must be configured.
• The user must hold the Request and Service Request licenses.

1. Create a workflow with the following statements:

• Name: Email To Ticket Workflow
• Module: Email To Ticket
• Trigger Statement: When Email is received
• Action for trigger statement: Create Service Request
  • Service Catalog: Laptop
  • Description: Create a Service Request.

2. Once done, click Save Workflow.
3. Now, whenever an email is received that matches the conditions like Subject, Description, and Incoming mailbox, a Service Request will get created with the Source "Email". Here, the "Subject" matches with the subject of the "Laptop" Service Catalog.

4. If the conditions do not match, an Incident Request will be created as usual.