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New Requests

New requests can appear in the system in any of the following ways:

  • The requester sends an e-mail message to the address of any Service Desk services. This e-mail message is then loaded automatically in the database.
  • The requester logs in a request in the ALVAO WebApp.
  • The requester sends a request in an e-mail message to the operator or to the solver. The operator or the solver receives this message in MS Outlook and either forwards it to the Service Desk mailbox from where the message is loaded automatically, or loads the message to the Console; for more information see Loading messages from requesters from MS Outlook.
  • The requester communicates the request in person or in a phone call to the operator or to the requester. The operator or the requester then records the request manually in the Console; for more information see Recording new requests manually.

If the new request is assigned a status which uses automatic approvals, the request enters the approval process. At the end of the approval process the request status is changed automatically to the final status defined in the approval process.
If there is no need to approve the request, the request will appear in the Unassigned view on the operator's screen.

Note:
If the sent message does not have the subject filled in, the placeholder text "(untitled)" is used for the request name, or "(without subject)" for the creating message in the request respectively. The quotation marks in the placeholder text are not a part of the strings.
Note:
When loading messages from the service mailbox, the system does not create new requests from messages concerning failed delivery of messages previously sent from the Service desk.
Failed delivery messages (MAILER-DAEMONS) from MS Exchange and Office365 are automatically ignored. These messages are identified by their sender.
If you want to edit the list of e-mail addresses that are to be ignored by the system, run the following SQL query on the ALVAO database:

UPDATE dbo.tProperty SET sPropertyValue = 'address1@domain;address2;address3@domain' WHERE sProperty = 'MailerDaemons'

Possible address formats:
  • 'address@domain' – the system ignores a specific e-mail address (e.g. MAILER-DAEMON@MAILER-DAEMON)
  • 'address' – the system ignores all e-mail addresses whose left side (before the "@" character) is equal to the specified string (e.g. postmaster)

 

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