When creating an incident or IT request with ITSM4Outlook, the ID of the generated ticket will automatically be attached to the subject of the email and to all the following emails related to this incident. In this case, doing a right-click on the email and selecting the ID will open directly the record in the ITSM Service Today Task Panel.
ITSM4Outlook enables you to easily access not only tickets, but also related tasks. You can even directly search and access Configuration Items related records whenever the CI pattern matching is detected in the subject of an email.
You can also perform context related searches by right-clicking, in the body of an email, any pattern matching text, like record IDs, customers’ emails or Configuration Items. In the following example, we are directly opening the ticket by right-clicking on the ID record mentioned within the email body.
ITSM4Outlook gives you the possibility to perform customer related search. To do so, select any recipient in an email and right-click on his name. The “Search Open Records” and the “Case History” options will appear in the contextual menu. This way, you will be able to know whatever is on-going with the workload of your customer.
As its name indicates, the “Search Open Records” option will display all the open tickets of a customer, while the “Case History” option will show all the records of the customer, even the closed ones.
Alternatively, you can perform similar customer related search from the service today task panel by right-clicking the customer or the contact information of the selected record.
SEARCHING INFORMATION
With ITSM4Outlook you can easily and quickly search ITSM records thanks to its search tool available in the ITSM Service Today panel. When selecting the search field, the ribbon of Outlook will automatically display the options of the Search ITSM menu. This section enables you to perform advanced queries.
If a customer provides you with the ID of an incident, you can directly search and access the ticket by introducing the ID in the search field.
You can enter free text, to look for example for records that contain the word “exchange” within the summary. The Search ITSM menu allows you to refine your queries through a wide range of options. For example, by specifying the name of the company or the status of the searched records.
You can use a lot of different filters, such as Status, Priority, ticket’s type, date of creation or last modification of the record, amongst others. All these filters can be used individually or can be combined.
It has to be noted that “Date” menu filters are by default exclusive, meaning that selection of a statement will replace any previously selected statement.
In order to easily combine “Date” statement, you simply have to hold the “Control” key while selecting the desired menu options. For example, if you want to see all the records created this month AND last month.
You can further refine the results obtained by indicating the status, the priority and for instance the level of urgency.
You can filter by Service. For example, by choosing “VPN service”.
Further refining your search qualification could be done using the AND, OR and NOT operators.
The Search ITSM menu, also has an option for you to quickly access your most frequent and most recent searches.
