SCSM App Store

SCSM Enterprise Email

With SCSM out of the box, Service Desk Analysts cannot respond properly to affected users through an email client.

With Incident Management, the feature is a "text box" as per screenshot below:

When Service Desk Analysts click the task "Request User Input" a window (to the right) appears. Analysts write text and this is emailed to the "Affected User" as text in the emails body.

Analyst's cannot 'cc' others, add attachments nor use email templates for speed and consistency, set the "title/subject" for any email nor chose the language by which the email should be sent.

This limited feature is only available for Incident Management and does not exist for Service Requests, Problems, Change nor Release Management.

SCSM Enteprise Email

This can cause difficulty in requesting user input as it forces both the analyst and the end user into a painful manual process. Sometimes Analysts use Outlook and take the process outside of the Service Desk. This can cause frustration and slow progress on resolution of any given work item.

Cased Dimensions have extended SCSM functionality to include an Enterprise Email Client.

Service Desk Analysts can send emails relating to any work item without having to leave SCSM. Analysts get an interface similar to Outlook from within SCSM. This ensures communications, work, tracking, Service Levels and process is all centralized within the Service Desk.

All communications using "SCSM Enterprise Mail" are logged automatically in the "Log" section of each Work Item.

Cased Dimensions Interface for "SCSM Enterprise Email"

This interface appears when an Analyst clicks "Send Email"

The benefits of using "SCSM Enterprise Mail" include:

  • — Enable consistent and easy communications from Incident, Service Request, Change, Problem and Release Management from an Outlook like interface
  • — Enhances relationship between service desk and other core business functions
  • — Adoption is easy as email client is similar to Outlook
  • — Analysts can set a title for email
  • — Analysts can add attachments to emails
  • — Templates make the email message to employees consistent and friendly
  • — Associate related recipient or related Items to a work item
  • — See emails for each ticket by user in Cased Dimensions Self-Service Portal
  • — SCSM Enterprise Mail supports many languages when communicating to users
  • — Automatically set Status of Work Item to "Pending User Input" when Communication is sent.
  • — Automatically move Work Item to "Active" status when a user replies
  • — Speed up Analysts in requesting information whilst Improving ITSM

To find out more about how "SCSM Enterprise Mail" can save you time and money please contact us.