Service Desk - Email

[Janet Lehmann]

We are wanting to eliminate our Service Desk e-mail and have all e-mails sent to the mailbox to generate a ticket.  We are in the process of doing this, but I am wondering if anyone else has implemented something like this and what issues they have encountered. 

Thanks

Jan

[ABouland]

Haven't done it directly but was involved on a project recently that was similar.  Best advice is plan, plan, plan.

Consider what all type of messages are received by that inbox and how you want the system to respond to them.  Do you get messages from outside contacts (no user record in ServiceNow)?  If so, should SN create a user when received?  Does the email address that message is received from match the email address associated to the user record in ServiceNow (do you need to create secondary/tertiary notification devices for users so multiple email addresses they may use tie the rec'd message to their record?)

Does your service desk have defined processes on how they address certain messages vs. others?  Is this documented well and can it be translate into actions within SN?

Are there automated messages going to the ServiceDesk email from other systems?  Are they necessary/can they be eliminated/redirected?  Should they be logged as records or ignored?

Hopefully things you've already been working through but when thinking of issues we encountered, working through some of the above a little more during our planning phase would have eliminated some headaches.

Andrew