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.

Related Topics

About Submitting Issues by E-mail

Configuring the Servers

Assigning Default Values