ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

E-Mail Command
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Currently, when e-mails are received, various fields are set according to business rules. E-mail
Command allows the technician to delimit fields in the e-mail, according to which the e-mail can be
parsed and corresponding fields can be set.
Consider a scenario where business rules needs to be created for the following criteria:
� To assign Category based on subject:
1. When Subject contains “Printer”, set Category as “Printers”
2. When Subject contains “Network”, set Category as “Network”
3. When Subject contains “Routers”, set Category as “Hardware”
4. When Subject contains “Switches”, set Category as “Hardware”
� To assign Priority based on subject:
1. When Subject contains “High Priority”, set Priority as “High”
2. When Subject contains “Low Priority”, set Priority as “Low”
� To assign Urgency based on subject:
1. When Subject contains “Urgent”, set urgency as “Urgent”
2. When Subject contains “High Urgency”, set urgency as “High”
For example, when the subject contains “Printer” and “High Priority” or when the subject contains
“Printer” and “Low Priority”, separate business rules have to be written for each criteria. This becomes
complicated further when more fields need to be set based on the incoming e-mail. We need to have
hundreds of business rules to achieve combinations of several fields and that will complicate the
entire business rule section.
Also, consider another scenario where business rules for incoming e-mails are set as follows:
� When Category is “Printer”, Subject contains “Crash” and Priority is “Low”, place in Group
“Hardware problems”
Suppose an incoming e-mail has a subject line “Printer Crash” with high priority, then the request field
will be set as ‘Category = Printer’ with ‘Priority = Low’ based on the existing business rule.
E-mail command overcomes this complication. Request fields can be defined through an e-mail itself.
An incoming e-mail is parsed, and various request fields are set from the e-mail content based on the
parsing delimiters.
To configure E-mail Command,
1. In the E-mail Settings page, click on E-mail Command tab. The E-mail Command
configuration screen is displayed.
2. Click on the check box Enable E-mail Command to activate the e-mail parsing feature. If this
option is not selected, then the incoming e-mail will be handled as a normal mail based on
established business rules even if the incoming e-mails contain the parsing string in the
subject.
3. In the E-mail Subject contains text box, enter valid subject that determines the e-mails
which have to be parsed. E-mails containing this text will be parsed for various fields. Assume
the E-mail Subject identifier is given as @@SDP@@, then all e-mails with subject as
@@SDP@@ alone will be considered for parsing.
4. Provide any special character (@@, ##, $$, %%, &&, so on) as the Command Delimiter.
The field values assigned between these special characters are assigned to the
corresponding fields while the requests are created. Assume if the Command Delimiter is
@@and category field needs to be set to Printer, then the email description should contain
@@Category=Printer@@.
ZOHO Corp. 341