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

Install integration

  1. From All Clients, select a client.
  2. Go to Setup > Account.
  3. Select the Integrations and Apps tab.
  4. The Installed Integrations page, where all the installed applications are displayed. Note: If there are no installed applications, it will navigate to the ADD APP page.
  5. Click + ADD on the Installed Integrations page. The Available Integrations and Apps page displays all the available applications along with the newly created application with the version.
    Note: You can even search for the application using the search option available. Also yu can use the All Categories option to search.
  6. Click ADD in the Email Requests application and click Install.
  7. Enter:
    • Name
    • Request type: Options include incident, service request, or change request
    • Upload Logo
  8. Click Install.

Email requests sent to the incoming email address are parsed with properties to create an entity with given values. Configure the email address in your application to send requests as email.

Configure integration

  1. Enter the following properties:
    • Subject: Email subject (Default value). To parse a customized email subject, select the source and select logical operators and enter the values.
    • Description: Email description
    • Priorities: Select the source, select logical operators, and enter the values.
      Select any value from the OpsRamp priority drop-down 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
  2. Click Save.

Example 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
  4. Incident created is displayed in Service Desk.
Incident in Service Desk

Service Request and Change Request can be created similarly.

Monitoring of Integration

Assign a template from the Monitoring of Integration tab, if you want to monitor integration failures. See monitoring integration failures for more information.

Audit Logs

View logs from the Audit Logs tab. You can view if the event was successful or not.