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Web Help Desk - Assets with e-mail addresses

With devices becoming "Smart" now it would be excellent for Assets to be able to have associated e-mail addresses with them so that the devices can send e-mails to WHD to auto-generate tickets.

FOR EXAMPLE... Printers that need toner can e-mail a special address created for toner requests. The e-mail comes from the printer when it is very low on toner, and that auto-generates a ticket for that asset to have toner replaced. This way we can track toner replacements and inventory easier. As it stands now, I get the e-mail, and then I have to create the ticket.

In fact, it might be cool to add fields to an asset that can auto-generate tickets of certain types so that a secondary address doesn't even need to be used.

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Comments

cchambersCAP

I agree that this would be nice. in the meantime, have you tried using Action Rules to get you close to what you are looking for?

I assume the emails from the printers have a unique identifier in them such as the serial number that you would use to match the email to the asset. If that's the case, you could create a user and assign the printer asset to the user. Then, when a ticket comes in from the printer, you could use action rules to identify the printer and assign the ticket to the client you created for the printer. Since the printer is assigned to the client you could look up the printer see the client that it is linked to and then view all the tickets created from that printer. Not as clean as being able to attach the tickets directly to the asset but it may get you closer to your goal until they add this feature.