How Service messaging works

Service Messaging enables the tracking of responses from emails within Service Requests from one central location on service desk.

When the customer or user responds to an email notification, the content of the email along with any attachments will be added as a note to the service request.

Pre-requisites needed within your O365 tenant:

• An Email account to be configured on the MCS system with a User configured against a O365 mailbox in your O365 tenant (This step will require coordination between council’s IT team and our technical team)
  1.  this needs to be against an O365 user in your O365 tenant,
  2. this account needs to allow SMTP Authentication,
  3. MFA must not be enforced for this account, but can be enabled.
• An Enterprise Application within your tenant to allow the relevant authentication to receive emails

Configuration and set-up within your MCS system

• Administration > Mail > Accounts > Email
  1. An account can must be set as ‘Default’ to allow the sending and receiving of emails.
  2. Service Messaging must be enabled
  3. Any ‘Default’ address will be used to send emails from the system for manual or automated emails such as Rules.

• A Service Request Note Type which has a code of ‘PUBLIC’
• Within your mail template settings, the reply to text must be set with the text

• ##- Please type your reply above this line -##
•  
• #EC_ID#

Apart from this, no other configuration is required from administrator.

Do not need Mailbox (from system)

Reply All (won’t work) - Testing only if in cc: (will give blank note)

Disable Demo if in Production

Configuration - Reply Text - on template

0365 Configuration

Public note (PUBLIC) code

Points where this will work

- When a SR is submitted - report content (notification setting)

IF  NOTIFICATION enabled from generic settings

- Note email (when note is added manually in SR and reply to on the service request) - reply to when

- Status manually - notification

- Owner Notification

FROM RULE

- Any SR Rule

Screenshots of the SR messaging

• Once the note is added to the SR, the status of the SR can be updated to a specific status to reflect the notification.
• Any attachments added to the email response will also be added to the SR under attachment region.
• The system will also record a history against it stating the note was created as a response to the email.

****. Options filter by files – other files (filter) – Role Based access.

Example of how this works