Service Tree

You can edit the Service Tree in ALVAO WA under Management – Service Desk – Services which will display the Service Tree in the main window.

Receiving Requests by Email

If you want to load the content of a certain mailbox automatically to a certain Service Desk service, you need to set up the connection to this mailbox first. The connection is set at a selected service in the Loading messages section where you can set connection to the mailbox.

When a new request is received, the system will usually send an autoreply to the requester, saying approximately:

Hello,

Your request has been received under the number <request tag>.
We will contact you no later than <response due date>.
The request will be resolved by <due date> at the latest.
…
For adding information please reply to this e-mail.
Thank you for using our services.
<Service name>

The request number is also given in the autoreply subject. If the requester replies to this message with another message, this new message will not be considered a new request; it will be handled as additional information and inserted into the existing request log.

The system scans the message subject for the identification of an existing request. The requests use the following format by default: T<number>ALVAO. You can change this request naming convention in the Service Desk service settings on the General tab. These settings need to be performed before you use the Service Desk for the first time for commercial purposes. Any settings changes will not affect identification tags of existing requests.

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