Sending automatic e-mails

 Service Desk incidence management allows sending automatic e-mails during the whole life cycle of the incidence, both, to the technicians from the different lines and to the user who notified the incidence. Thus, automatic communication flow makes easy the coordination between the people involved.

The most interesting characteristic is the possibility of automatic generation of new incidences from mails received into POP3 or IMAP accounts, saving time to support technicians.

Regarding sending automatic e-mails, the main functional characteristics are:

• Setting of title and body in all the mails, making able to include information regarding the assistance (estimated date, title, code, category...) or direct links to the incidence within users portal.
• Possibility of using authenticated accounts from SNMP servers, which need data codifying for communications.
• Complete log of all sent e-mails. Possibility of including a generic support account to register them automatically.