Mapping Fields
The mapping of Exchange fields to Vector HelpDesk fields controls how information is copied from an e-mail message to an issue.
For example, you could map fields like this:
Exchange Field |
Vector HelpDesk Field |
Subject |
Summary |
Body |
Description Log |
Priority |
Priority (if you can rely on the submitters to set the e-mail priority) |
From |
Instead of mapping From to a Vector HelpDesk field, you can use the <Look up User from sender’s e-mail> macro to fill in the field with Vector HelpDesk user ID. |
To |
Contact (this would allow you to search for issues submitted by e-mail) |
To map an Exchange field to a Vector HelpDesk field:
1 Click the Vector HelpDesk field.
2 In the Exchange Field column, click <click here to map field> to open the Map Field dialog.
3 In the Exchange Field list, click the e-mail field that you want to map to the Vector HelpDesk field.
When the e-mail message is converted to an issue, the contents of the Exchange field are copied to the specified Vector HelpDesk field.
To remove the mapping between an Exchange field and a Vector HelpDesk field:
1 In the Exchange Field column, click the field that is mapped to the Vector HelpDesk field.
2 In the Map Field dialog, clear the Map this field check box.
To copy attachments:
1 Select the Copy e-mail attachments check box.
2 In the list HelpDesk fields, click a field. The list displays only the fields that support attachments.
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