After integration, service desk entities (incident/service request/change request) are viewable.

OpsRamp configuration

Configuration involves:

  1. Installing the integration.
  2. Configuring the integration.

Step 1: Install the integration

To install:

  1. From All Clients, select a client.
  2. Go to Setup > Integrations > Integrations.
  3. From Available Integrations, select Collaboration > Email Requests.
  4. Provide the following:
    • Name
    • Request type: Options include incident, service request, or change request
    • Upload Logo
  5. Click Install.

Step 2: Configure the integration

  1. Provide the following properties:
    • Subject: Email subject (Default value). To parse a customized email subject, select the source and then select logical operators and then provide the values.
    • Description: Email description
    • Priorities: Select the source, select logical operators, and provide the values.
      Select any value from the OpsRamp priority dropdown to set the OR condition.
      • If parsed result does not have a valid priority, the request is created with default low priority.
      • If parsed result does not have a value for priority, the request is created with the chosen OpsRamp priority.
        Email Integration

        Email Integration

  2. Click Save.

Sample: Creating an email request

In the following example, you want to create an incident with the following properties:

  • Email Subject: Incident created
  • Email Content:
Client Name : Acme Corporation 
Name: HYDLPT255 
Type: Laptop 

The CPU Usage on the device is 2%. This value has exceeded 2% for 1 time(s) Priority High

To create an email request:

  1. Compose an email with the subject and properties of the incident.
  2. Send the email to the copied incoming email address.
  3. Click Audit Logs in the Email Requests Integration page to verify the status of the incident.
    Audit Log

    Audit Log

  4. Incident created appears in Service Desk.
Incident in Service Desk

Incident in Service Desk