WiscIT - E-mail Commands

This document deals how to interact with WiscIT incidents via e-mails using Service Accounts that are configured to allow it.

IMPORTANT: The commands and workflow outlined in this document only work for service accounts that have been set up in WiscIT specifically to accommodate this workflow. Replying to wiscit@doit.wisc.edu this commands will not produce the intended results.

Workflow

  1. Customer emails <service account address> with a request.
    1. WiscIT creates a new Incident that is assigned to the team that corresponds to the email account. Note that WiscIT uses the terms Call, Incident, Service Request and Ticket interchangeably.
    2. WiscIT sets the Requestor of the Incident to the person who sent the original email. If the Requestor cannot be found in WiscIT, the Requestor will be set to WiscIT Default and the person who sent the email will be add to the Alt Contact field.
      1. If the Requestor adds email addresses to the To: or Cc: fields on the initial email, those email addresses should be added to the Alt Contact: field in the Incident.
  2. WiscIT sends a copy of the email to the members of the team. 
    1. WiscIT also sends a WiscIT Incident escalated to (<team name>) email to the members of the team
  3. A team member replies to requestor email (reply not reply-all).
    1. WiscIT sends an email to requestor.
    2. WiscIT assigns ownership of the Incident to the team member that replied.
      1. The first team member to reply to an email will be assigned ownership unless the first line of the email begins with #replyonly. See the Commands section below for additional commands.
  4. WiscIT sends an email to team indicating that the team member who replied to the email has taken ownership of the Incident.
    1. Future email replies on this thread will not be forwarded to the team.
  5. The requestor and Incident owner reply back and forth in the email thread as needed.
    1. As each email is sent, a journal entry is added to the Incident.
    2. If additional email contacts need to be added to the Incident, see #addcontact in the Commands section below.
      1. Email addresses added to the To: or Cc: fields after the initial request will not be automatically added as Alt Contacts.
  6. When the work has been completed, the Incident owner marks the Incident as resolved by replying to the thread with #resolve as the first line of the message.
    1. The Incident will auto close after 10 days. This allows a customer to reply (i.e. "Thanks") without creating a new Incident.
    2. Alternatively, the Incident can be resolved via the Rich Client or Browser Client.

 

Commands

A command can be included in the first line of an email sent to WiscIT. The command will be parsed from the first line in an email and the corresponding action performed; notifications will be sent technologists if an invalid action is received. NOTE: Only Team members can have #commands processed. Expect at least three (3) minutes to pass between when you send an email and when you see the results in WiscIT.

Command
Action
#addcontact

Append to the 'Alt Contact:' field via email without sending an email to the requestor.

  • For example, prefacing an email with '#addcontact bernie.bernstein@wisc.edu' would append bernie.bernstein@wisc.edu to the 'Alt Contact:' field and no email would be sent to the customer
    • To add multiple contacts, use '#addcontact email.address; email.address;'
  • If the Incident is unowned, ownership will be assigned to the technologist sending the email
#addcontactreply

Append to the 'Alt Contact:' field via email and send an email to the requestor.

  • For example, prefacing an email with '#addcontactreply bernie.bernstein@wisc.edu' would append bernie.bernstein@wisc.edu to the 'Alt Contact:' field and an email would be sent to the customer
    • A #addcontactreply tag must be include /addcontactreply on a blank line to end the command.
    • To add multiple contacts, use '#addcontactreply email.address; email.address;'
  • If the Incident is unowned, ownership will be assigned to the technologist sending the email
#assign

Assign ownership of an Incident without sending an email to the requestor or adding a journal.

  • #assign - assign to team member
    • Must be email address as defined in WiscIT. Assigning to an invalid email address will unassign the Incident.
    • [Link for document 45350 is unavailable at this time.]
  • #assign nobody - unassign the Incident
#comment

Add a journal entry to an Incident without sending an email to the requestor.

  • A #comment tag must be include /comment on a blank line to end the comment. This is to prevent the entire email thread from being included in the journal added to WiscIT. Not including the '/comment' line will result in the #comment command not being processed by WiscIT.
  • If the Incident is unowned, ownership will be assigned to the technologist sending the email
#commentonly

Add a journal entry to an Incident without sending an email to the requestor.

  • A #commentonly tag must be include /commentonly on a blank line to end the comment. This is to prevent the entire email thread from being included in the journal added to WiscIT. Not including the '/commentonly' line will result in the #commentonly command not being processed by WiscIT.
  • Ownership will not be assigned when using this command.
#replyonly

Add a journal entry without taking ownership of an Incident. An email will be sent to the requestor.

  • The #replyonly line will be deleted from the email sent to the requestor
  • Ownership will not be assigned when using this command.
#requestor

Create a new WiscIT Incident on behalf of another person and assign it to yourself

  • #requestor
  • #requestor only works with initial emails
#resolve

Resolve an Incident without sending an email to the requestor. The Incident will auto close after 10 days. This allows a customer to reply (i.e. "Thanks") without creating a new Incident. There is no need to set an Incident to Closed manually.

  • If the Incident is unowned, ownership will be assigned to the technologist sending the email
#resolvereply

Add a journal entry, send an email to the customer, and resolve the Incident. The Incident will auto close after 10 days. This allows a customer to reply (i.e. "Thanks") without creating a new Incident. There is no need to set a Incident to Closed manually.

  • The #resolvereply line will be deleted from the email sent to the requestor
  • If the Incident is unowned, ownership will be assigned to the technologist sending the email
#take

Take ownership of a Incident without sending an email to the requestor or adding a journal.




Keywords:wiscit cherwell powered by email monitors commands hashtags incidents service requests   Doc ID:91912
Owner:Will C.Group:WiscIT - Wisconsin IT Service Manager
Created:2019-05-22 11:07 CSTUpdated:2019-05-22 13:39 CST
Sites:WiscIT - Wisconsin IT Service Manager
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