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.
- 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.
- Once done, click Save Workflow.
- 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.
- If the conditions do not match, an Incident Request will be created as usual.