We've seen the setting of the business rules and how this can help in auto-assigning the category and priority of tickets. However, to get a finer control and not let things get too complicated, with hundreds of rules, the E-mail Command feature can be used in ServiceDesk Plus. This also enables remote technicians and even third-party support teams to update records without the need to have a license. It can be configured using the following steps:
Navigate to Admin | Mail Server Settings under the Helpdesk block.
Click on the E-mail Command tab.
Check the Enable E-mail Command checkbox.
The E-mail Subject contains field is used to determine which e-mails have to be parsed. The string given here between the delimiters is the subject criteria for e-mails to be parsed. For example, if the value given is
@Ticket@, then all e-mails with
@Ticket@would be parsed.
Any special character can be used as a delimiter and the same can be mentioned in the Command Delimiter...