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09-19-2018 07:21 AM
Hello,
We have an inbound action for the Service Desk, so anytime something is email to the Service Desk email, it will create a new_call record. From there the Service Desk analyst will determine if it's an incident or a request.
The inbound action is working fine, but I can't seem to figure out how to create an incident or request once a new_call record has been created.
Could someone please help me with this?
Thanks,
Solved! Go to Solution.
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09-19-2018 07:29 AM
Looks like there should be a call type drop down on the call record. In my OOB instance once I choose incident from the call type it automatically creates the incident.
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09-19-2018 07:29 AM
Looks like there should be a call type drop down on the call record. In my OOB instance once I choose incident from the call type it automatically creates the incident.
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09-19-2018 07:43 AM
Thank you that worked!
Would you happen to know how I can show new_call records on the Service Desk My Groups Work?
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09-19-2018 07:52 AM
It appears that call table is not extended to task table which is where my groups work is pulling from. The only thing you could do would be to use the all Calls that is already under the Service Desk menu.
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06-23-2019 06:15 AM
Hi Brian,
I am facing an issue with new call created through Inbound action. Our instance is very recently upgraded from Jakarta to London Patch 8.
Issue details:-
We are receiving an email, that converted into New Call. Which is right but when we are trying to create new Request through that new call. It is not working and we are also trying to pass some field values from new call to new request like Requested for, short description, location etc.
However, when we raise the new call and trying to create new Request then that is working correctly and all field's value is passing across successfully.
The issue is that when a new call created through the email then we can't able to create a request with their all values. It's redirected to
Which looks like new call's value are not passing through the URL?
Can you please let me know whether this is a known bug of SN because it started after the upgrade to London or is there any alternative to resolve this issue?
