Sending Alerts to Third Party Help Desk Applications
Alerts can be sent to third party Help desk applications by using email to transmit the message detail.
NOTE: The helpdesk application inbox or applicable email address must have been pre-defined in the Instant Alert Address Book prior to using this functionality.
TIP: Use Send Alert As Helpdesk Email (Default) (Ctrl+H)to send the alert directly to the email address setting defined in the Enterprise Server Options Helpdesk settings to send the email without any further interaction.
To send an alert as a helpdesk email:
Do one of the following:
- Select the required alert (multiple selections are permitted), click the
Send Alert As icon and select Helpdesk Email from the drop-down menu.
- Right-click on the alert and select Send Alert As | Helpdesk Email from the drop-down menu.
- Select the alert and use Ctrl+E from the keyboard.
The Send Helpdesk Email dialog is displayed.
- Check the From option to allow an entry in this field enabling the receiving party to identify the originator of the message. It is also a requirement of some help desk applications that a recognized originating address is supplied, otherwise the email message can be rejected. The entry in this field must be in a format acceptable to the third party application.
- Enter a valid To address. This is either that of the help desk application inbox or an address pre-defined in the Instant Alert Address Book. Click
to open the Address Book. - The Subject field is automatically completed from the alert, although this can be overwritten if desired.
The Content of the email is based upon a selection of substitution variables. An example of the text as defined by the substitution variables is shown. The Content entry is automatically created from the alert but can be amended if required, using the substitution variables listed.
- Click OK to send the email message to the defined help desk application.