1. Implementing Help Desk
  2. What happens when an employee sends a help desk email?

What happens when an employee sends a help desk email?

If an employee sends an email, then the email ID in the From field is validated against the employee record in the database. If a match is found, and the email is for a new help desk request, then a new request is created.

If a match to the email ID isn't found in the database, then the following applies:

  • The value for the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is selected. This option specifies how to process an incoming email from unknown employees.

  • If the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is set to Y, a new request is created. However, a message is sent to the employee indicating that they can't be identified and must provide valid information for further processing of the request.

  • If the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is set to N, no request is created.

Note:

All the recipients of the incoming email, including the unknown contacts are listed in the Messages tab.