Can 3rd party software trigger case/email on sysaid?

 
Author
Message
SysAider
15
 
Hi,

I'm quite a newbie on sysaid so I would appreciate any input. I'm currently trying integrate nagios to sysaid.
Is it possible that 3rd party software can trigger a case or email to sysaid? Thanks

Regards,
SysAider
43
 
Sure !

Checkout the Email integration under (Preference --> integration --> Email ) which can receive an email and open a ticket.

SysAid Wiz
2449
 
Hey writer.

SysAid can receive emails and turn them into service requests, so basically your users can send you emails to open up service requests in SysAid, also, any software that can send out an email can open a ticket in SysAid.

As : ) said, you can configure email integration at preferences > email > integration.

Best regards
Pushing IT forward
SysAider
15
 
Thanks guys for the answer. Just additional stupid questions..I was trying it out yesterday but was unsuccessful.

1. The email address can be any form or should it be "helpdesk@mycompany.com"? Ex. sample@mycompany.com

2. Should there be keywords on the mail content to trigger the case? Or can you set keywords to filter the cases?

Thanks!
SysAid Wiz
915
 
Address can be anything even yourpet@yahoo.com but for foolproof result it is best not to include any operator character in the address like underscore, percent, dollar, space sign and so on.

MOST IMPORTANT :
1. create address specifically for this purpose. Do not user any active user or admins' address.
2. use internal mailbox (like your example ...@yourcompany.com), my example of public mail above is simply to show the flexibility. using public mailbox invites spams.

Filtering incoming mail was promised on next version. Your best bet right now is... assign different address with specific category so you can later route/filter them anyway you like... based on that category.

This message was edited 1 time. Last update was at Jul. 02, 2008 10:26 PM

SysAider
15
 
Thanks Obelix...So yahoo mail also would not be a problem I suppose right?
SysAider
15
 
Sorry, I didn't notice your reply says that yahoo is ok..thanks a lot
SysAid Wiz
915
 
NOnono... it's the no 2 of the MOST IMPORTANT you should notice !

Yahoo will works... but with the risk of some spam bot finding it. You don't want people sell Viagra through your helpdesk system...
SysAider
15
 
hahaha...just for testing =)
SysAid Wiz
915
 
Hmmm in that case by all means...
Perhaps you can categorized those spam and present an interesting reports to boss.
Or monitor your fav MP3 site. When it change... an SR is raise.
*wicked wicked smile*

You know what ?
Been thinking... some of those public mail have keyword and content filtering with forward capability. So... with a little imagination you can do filtering mail right now !
SysAider
15
 
ur funny but u do have a point there hehehe...

I think they are thinking of this feature already so maybe i'll wait for that..

Anyway, thanks a lot for all ur help, i'll try this first...
SysAider
15
 
I am not sure if im missing something. i have attached my integration setting.Would appreciate any help. Thanks
SysAid Wiz
915
 
uncheck the ssl...

SysAider
15
 
still hasn't receive the case. All I need to do is to throw an email to agnoextension@yahoo.com right? I am really missing something... =(

Thanks!
SysAid Wiz
915
 
Yep.
Double check the password perhaps...
Or test can you retrieve the mail with regular mail client (outlook, lotus notes... whatever).
I might be mistaken but I think pop3 yahoo is not available to free account ?