2 Replies Latest reply on Jul 31, 2013 5:21 AM by saket Nandan

    Need to have separate email box for certain incident tickets

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      Hello,

       

      We have requirement to have a separate email box i.e. From address should be different for some of the tickets. These tickets have separate CTI to filter from others. Could you please help me on the steps for doing this.

       

      Thanks,

      Saket nandan

        • 1. Re: Need to have separate email box for certain incident tickets
          Vincent Riedweg

          Hi,

           

          That's a quite simple requirement...

           

          You have to:

          • Create another mailbox with anoter sender mail address.
          • Create a configuration form which will contain the rules to determine the mailbox. That's because I hate hardcoding.
          • Add a new field "Mailbox" on forms NTE:SYS-NT Process Control (Optional) and NTE:Notifier (Display).
          • Add a filter attached to NTE:SYS-NT Process Control to get the mailbox to use from the previous config form.
          • Add that field in the Push Field Mapping in Filters:
            • NTE:NPC:OnCall_250_PNTS`!
            • NTE:NPC:CreateNTS_NoBusTime_590_PNTS`!
            • NTE:NPC:ProcessHeldRecords_010_PNTS
          • Use that field as the Mailbox Name in the Notify action of the following Filters:
            • NTE:NTS:DefaultMethod_200_NT
            • NTE:NTS:Email_200_Customer-NT
            • NTE:NTS:Email_200_Manual-NT
            • NTE:NTS:Email_200_SystemNT
            • NTE:NTS_200_SystemNT_with_EmailTemplate

           

          Vincent.

          • 2. Re: Need to have separate email box for certain incident tickets

            Thanks Vincent for the steps. Could you please help on below ..

             

            • Create a configuration form which will contain the rules to determine the mailbox. That's because I hate hardcoding.

             

            Since we have already out of the box outgoing mail box configuration , So in this case we just need to create a new custom form for the new requirement. Also how we need to define the rules. Like we need to send separate email on the basis of CTI or assigned group, So do we need to create the custom fields for CTI and Assiged group. Could you please provide more clarifcation on creating configuration form and also will it impact the existing email box notification.

             

             

            • Add a new field "Mailbox" on forms NTE:SYS-NT Process Control (Optional) and NTE:Notifier (Display).

            Is it the character or meny type and also also what would be value for the Mailbox.

             

            • Add a filter attached to NTE:SYS-NT Process Control to get the mailbox to use from the previous config form.

            I didnt get this, Please explain how to write filter.