Now the Issue Box settings are applied. Let us see what happens when new email message is sent to one of registered email boxes. Suppose that a certain user sends an email message to support@yourcompany.com with “Question about IBN Help Desk” subject from his own e-mail box.
If this user’s e-mail is in “white list”, an email message will be immediately analyzed for the presence of key words, an new Issue will be created and placed into one of existing Issue boxes. Otherwise, the message will be placed to “Pending Messages” block and will be waiting for approval of a user from “Help Desk Managers” group.
If email message was not identified as spam by Anti-Spam filter, it is analyzed for the presence of key words according to the rules defined for existing Issue boxes. The email message’s subject contains “IBN “and “question” words and the email message was sent to the support@yourcompany.com e-mail box. This email message will be transferred into an Issue and placed into the “Product” Issue box.
The system automatically sends a notification (alert with link on Issue View page) about new Issue creation to three responsible users defined for “Product” Issue box.
Since internal routing is enabled, responsible users will also receive an email message sent to email box defined in the profile.
Please note that email message subject contains [PROG-00000-00000] ticket. This ticket is a special identifier that allows the system to define a concrete Issue this message is referred to. All email messages such a ticket in the subject will be automatically posted on the corresponding Issue forum and distributed to responsible users and to the email sender.
If you use e-mail clients such as MS Outlook or Mozilla Thunderbird, install the IBN special plug-ins (they are included into the IBN Client Tools package). With a help of plug-ins you can manage Issues from the window of your e-mail client without logging into the portal. You can change the status of your Issue, mark your post as a solution, and identify whether to publish the message as a comment in the Issue, or send it as an email message to all interested users, including the sender of external request.
If the responsible user will change the status of the Issue to “OnCheck”, the Issue controller (defined for Issue box) will be able to close or re-open this Issue. Status changes and responsibility assignment will be tracked on the Issue forum in IBN portal.
