Loading Messages from MS Outlook

If you want to create new requests from incoming e-mails, follow this method.

1. Go to the Incoming folder in MS Outlook and select the message or messages that you want to load into the Console as new requests.
2. In the Request group of the SD Console main menu, click on Load messages from MS Outlook.
3. Select as new requests in the Load messages from Outlook window and confirm by clicking OK.
4. In the window that opens, you can change the requester and select a service in which the request(s) will be created.
5. If the selected requester has authorizations (SLA) for multiple services, select exactly one service to save the new requests to.
6. In the window that opens, you can change the name of the request.
7. The selected messages will be loaded into the database and a window with the created requests opens.
8. You can assign the requests to a solver or take them over yourself.

The logs of requests loaded with this procedure will include the entire message text, including all attachments.
One new request will be created per message. For each request, notifications are sent to its operators and requester. For more information regarding loading messages to existing requests, please refer to Loading Requester Messages From MS Outlook

Did not find what you were looking for? Ask our technical support team.