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  • 1.  Automatically assign classification from inbound email

    Posted Wed May 06, 2020 04:34 PM
    Does anyone know of a way i can automatically classify a ticket (SR) from an incoming email?
    I know that maximo has an email listener but we would like to automate and classify tickets so that they can go to the proper owner group without intervention.

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    Lourene Mamucud
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    #AssetandFacilitiesManagement
    #Maximo


  • 2.  RE: Automatically assign classification from inbound email

    Posted Thu May 07, 2020 04:52 AM
    Hi Lourene

    This is certainly possible and can be achieved in multiple ways. For example, we have a system that identifies the user by their email address and retrieves their default insert site. There is then an owner/owner group responsible for tickets raised on this site that is set automatically. However it does not have to be site level, you could have the person record return the department field for example and then have some automation/crossover domain that will populate the owners based on the department.

    Hope this helps. Happy to chat further around these scenarios.


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    Helen Fisher
    Marketing Manager & Business Development, BPD Zenith
    Happy to be contacted at helen.fisher@bpdzenith.com
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    Original Message


  • 3.  RE: Automatically assign classification from inbound email

    Posted Thu May 07, 2020 09:53 AM
    Hi Lourene,

    I believe this can be accomplished using ticket templates. The template is matched to the incoming ticket based on set data on the template and a Classification can be applied to the ticket.

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    Robert Knowles
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    Original Message


  • 4.  RE: Automatically assign classification from inbound email

    Posted Fri May 08, 2020 10:19 AM
    For one customer, I extended the workflow to analyze combinations of sender and subject to do exactly that. For example, printer malfunctions were reported from a particular email address, and the subject named the printer. So, workflow would assign the email-based SR to the appropriate resource group. And that was back on Maximo 6, so that approach didn't use autoscripts.

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    Blessings,
    Jason Uppenborn
    Sr. Technical Maximo Consultant
    Ontracks Consulting
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    Original Message


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