Hello helpdeskers,

I was on-site yesterday doing a bit of training in the town of Wodonga and we came up with some interesting ideas for the Email Manager.

Most IT departments have a range of network monitoring tools.  Products such as What's Up Gold or SolarWinds do a great job at keeping an eye on your equipment.  These tools and many like them also have the ability to send an email when some sort of alert goes off.

Here's where the Email Manager comes in...

The email from the network monitoring tool is automatically scanned by the HelpMaster Pro Email Manager, a new helpdesk job is created and the helpdesk technician (or network technician) is notified by the helpdesk system saying something like..

"You have a new helpdesk job.  The disk drive on the mission critical SQL Server box is about to die.  The job number is 33023.  Please action this job immediately!"

Using this configuration, not only do you use the network monitoring capabilities of whatever product you're using, but when something happens, a helpdesk ticket is automatically created, assigned and broadcasted to the relevant people. 

The SLA clock is also ticking...

I'm sure many have already implemented such a system.  If you have, I would be very interested to hear more about it.

Best regards,

Rod