Create a work request from an e-mail
As a maintenance organization we would like the system to create work requests from e-mails addressed to our group. The system would create a ticket from the information in the e-mail.

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Brian Rose commented
End users would LOVE this feature. This feature is very useful for us since we service many buildings where End users don't have access to Archibus and therefore send emails/texts and pick up the phone to start the process. Some checks would need to be added to ensure accuracy and completeness of the user enter data for proper routing
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jan.kotalik@ikadata.com commented
Hi team, below is described our solution, which we already provide to our clients and they love it:
- it is integrated with the Exchange and takes mail from the defined mailbox
- only registered users (employees) can raise the request
- non-registered emails are falling into the defined mailbox to be manually processed
- there needs to be predefined Problem Type for email requests
- dispatcher needs to specify the Problem type and Approve
- up to 4 attachments are processed
- available from 25.3 version upIt is as available as an installable package, let me know if you need it.
In the next version AI engine will evaluate and specify the problem type automatically. -
Tony Weber |The Building People commented
Greg is spot-on!
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Greg Landgraf commented
Take a look at what customers who use Service Now do and how that process works.
Fred - thats exactly how this could work - no problem type pre-set so the ticket uses the default SLA and would be reviewed, set and then approved (or contact the requestor for more details)
Ying - customers use email all day long. Maintenance teams dont want to require their customers to have to go to the app store, download workplace, enter the url for their web central site (which they probably dont know) and then create a request.
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I am trying to understand a bit more about this use case:
- Why do you need to create requests from email, while users can just install/open Workplace to submit requests?
- What is the difference between this feature v.s. Employee Experience app?
- what's the difference between email or other integration such as sending messages with some predefined questions to create work requests?
Thank you!(Edited by admin) -
Greg Landgraf commented
Create Work Request from email transmission
Lots of systems that customers use provide the ability for a user to send an email to a 'helpdesk' address and the system processes the email into a service request (your own helpdesk does this.... :)
It would be GREAT to provide the ability for Archibus to do this to generate a work request.
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Mihkel Metsala commented
Clients have asked from us this feature many times (create a work request from email). It would be nice if Archibus could put the email text as wr description and maybe get requestor from EM table based on senders email (or get fixed requestor from parameters).
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AdminFred Kraus (Admin, Eptura) commented
How would this work exactly? I address an email to (for example) work@company.archibus.com...or I create a Teams chat to "archibus work ticket". I put in a description of the issue. Then what? Archibus creates a work request with the text as the work description? Archibus also has the requestor, the requestor location and contact info. Archibus doesn't yet have a problem type, so it gets routed to a reviewer/approver who then can put in a problem type and send it on its way? Is that about right?
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Mike Garabedian commented
REST API should help make this request a whole lot easier to build
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Steven.Post@am.jll.com commented
It would also be great to meet the customer where they are on a daily basis. Can Archibus create a MS Teams & Slack integration to create a work request and further allow a requestor and craftsperson conversation to happen in Teams or Slack and be documented in the channel and in the Archibus WR.