Introduction

You can create incidents, service requests, and change requests through the Email Requests integration of OpsRamp.

Email Requests integration offers the following benefits:

  • Convenience: You can submit requests from the email box without logging into a separate platform, making the process more convenient.
  • Automation: The integration parses incoming emails automatically, categorizes requests, and initiates workflows without any need of manual intervention. This automation speeds up the processing of requests.

Configure integration

To configure the Email Requests integration:

  1. Click All Clients, select a client.

  2. Click Setup > Account.

  3. Select the Integrations tab.

  4. The Installed Integrations screen is displayed, with all the installed applications. Click + ADD on the Installed Integrations page.

  5. If you do not have any installed applications, you will be navigated to the Available Integrations page. The Available Integrations page displays all the available applications along with the newly created application with the version.
    Note: Search for the application using the search option available. Alternatively, use the All Categories option to search.

  6. Click ADD on the Email Requests tile.

    Email Requests configuration screen
  7. Enter the following information in the Configure tab:

    • Name: Enter a unique name for the integration.
    • Request Type: Select either Incident, Service Request, or Change Request.

  8. Click Next.

For Request Type as Incident or Service Request, the following fields are displayed in the Setup tab:

Email Requests Setup screen - Incident and Service Requests
  • Enter the following information:

    Table Note

    Basic Details:

    Field NameField TypeDescription
    Integration email addressStringThis email ID appears by default.
    Support mail addressStringEnter the support email address as needed.
    Allow anonymous user to create/update incidentCheckboxSelect this checkbox, if you want to allow any external user to create or update the incident.

    Properties:

    Field NameField TypeDescription
    DescriptionStringEnter the email description.
    SubjectDropdownTo parse a default email Subject, select the source, select the condition, enter the value(s) and click SAVE.
    Assignee GroupDropdownSelect a group from the drop-down list. The incident that is created is assigned to this group.
    CC EmailDropdownEnter the email address(es). The incident created will be emailed to these email addresses.
    Excluded MailIdsDropdownTo enter the email address(es), type the email address and hit enter or type the email address and select it from the drop-down.
    Requests from these email address(es) will be excluded.
    External TicketIDDropdownTo assign the third-party ticket to the incident, select the source, condition and enter the value(s).
    PriorityDropdownSelect source, condition, and enter the value(s).
    Select any value from the Priority drop-down list to set the `OR` condition.
    • If the parsed result has a valid priority, the request is created with that priority.
    • If the parsed result does not have a valid priority, the request is created with the default priority.

For Request Type as Change Request, the following fields are displayed in the Setup tab:

Email Requests configuration screen - Change Requests
  • Enter the following information:

    Basic Details:

    Field NameField TypeDescription
    Integration email addressStringThis email ID appears automatically.
    Support mail addressStringEnter the support email address as needed.
    Allow anonymous user to create/update incidentCheckboxSelect this checkbox, if you want to allow any external user to create or update the incident.

    Properties:

    Field NameField TypeDescription
    DescriptionStringEnter the email description.
    SubjectDropdownTo parse a default email Subject, select the source, select the condition, enter the value(s) and click SAVE.
    Change PlanDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Change Plan.
    Rollback PlanDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Rollback Plan.
    Test PlanDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Test Plan.
    Assignee GroupDropdownSelect a group from the drop-down list. The change request that is created is assigned to this group.
    CC EmailDropdownTo enter the email address(es), type the email address and hit enter or type the email address and select it from the drop-down.
    These email address(es) will be set in the CC field.
    Excluded MailIdsDropdownTo enter the email address(es), type the email address and hit enter or type the email address and select it from the drop-down.
    Requests from these email address(es) will be excluded.
    External TicketIDDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to External TicketID.
    PriorityDropdownSelect the source, condition, and enter the value(s).
    Select any value from the Priority drop-down list to set the `OR` condition.
    • If the parsed result has a valid priority, the request is created with that priority.
    • If the parsed result does not have a valid priority, the request is created with the default priority.
    Planned EndDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Planned End.
    Planned StartDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Planned Start.
    Work EndDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Work End.
    Work StartDropdownSelect the source, condition, and enter the value(s). The values derived from the criteria provided are set to Work Start.
  1. Click Finish.

Creating an email request - Example

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

  • Email Subject: Incident created
  • Email Content:
Client Name : ABC Corporation 
Device Name: HYDLPT000 
Device 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 View Logs for the Integration to verify the status of the incident.

View Log
Logs list:
Logs list

  1. Incident created is displayed in Service Desk.
Incident in Service Desk

Service Request and Change Request can be created similarly.

Actions on Integration

You can perform the following actions on the integration.

  • See here for more information.

Audit Logs

View Inbound logs from the View Logs option for the integration. You can view if the event was successful or not.

See Audit Logs for more information.