Enterprise Service Management Self Service Facility Management

Features of Email This Issue you can try in this demo

Using the Mail Handler as a "comment only" solution together with the out-of-the-box Jira Service Management Customer Portal
Automated email approval
Automated notification sending using custom email templates, based on issue events
Adding comments from incoming emails to already existing requests
Send emails using the workflow post-function feature of Email This Issue

Detailed Facility Management use case description

Employees of an imaginary company can make the following requests to the company's Facility Management team:

Mobile Phone Fleet Request
Car Fleet Request
Internal Move Request
Catering Request
Meeting Room Booking Request
Maintenance Request

Each request is represented by Request types in the Facility Management project and employees can open requests to the team via the corporate Customer Portal.

For each Request type, certain required fields must be filled in by the requestor, such as license plate number, catering type, meeting room, etc.

Once a request is submitted, a new request is created for the Facility Team based on which the necessary tasks are carried out by the team and an automated notification email is sent back to the employee confirming the details of her/his request.

Facility team members communicate with employees via public comments during the processing of their requests. Comments from Facility team members not only appear in the request on the Customer Portal but are delivered to the requestor via email also. This makes it easy for employees to respond to the Facility team both via email and the Customer Portal. Replies from employees are logged into the respective request as public comments.

As Car fleet requests represent high-value procurements, each request must be approved by the requestor's Business Unit Leader. Once a Car Fleet Request is created, the Facility Team submits the request for approval using Email This Issue's workflow post-function feature. Business Unit Leaders can approve or decline the request right from within their email client by simply clicking on the Approve or Decline buttons in the approval email. If needed, they also can send back a note, detailing the reason for their decision.

Once a request is resolved, an automated email notification is sent to the employee who submitted the request.

Let us walk you through the process of a Car fleet request. Summer is arriving, so let's suppose you need a set of new summer tires for your company vehicle.

1.) As an employee, go to the company's Customer Portal. Make sure to create an account for yourself!

2.) Once logged in, select "Car fleet request". Fill in the fields and submit your request.

You, as an employee, will soon receive an email confirming the submission of your request.

3.) Now, as a Facility Team member, log into the demo environment and go to the Facility Management project.

Log-in details are as follows:
Username: testagent
Password: metademoagent
Open the Facility Management (FM) project and find the request you have just created as an employee, based on its issue key in the "Car fleet request" queue. Make sure to assign the request to yourself (to testagent)

4.) As a Facility Team staff, you can always communicate with the requestor via public comments. The employee who submitted the request will be notified via email about new comments and can send her/his reply to you both via the corporate customer portal or via email. Email This Issue's NextGen Handler will take care of logging the reply email as a public comment in the request.

5.) As vehicle-related procurements represent high-value procurements, as a Facility Team member, you will have to submit the request for approval for an imaginary Business Unit Leader:

Run the "Raise for Approval" transition and add the email address of the Business Unit Leader into the "Approver Email Address" field. This will send the Approval email to the Business Unit Leader through Email This Issue's workflow post-function functionality.

6.) As the Business Unit Leader, log into your mail account and find the approval email you've been sent. Click on either "Approve" or "Decline" in the email you've received. You also might want to add a short note explaining your decision to the body of your reply email.

7.) If the Business Unit Leader approved it, the request will be automatically transitioned into the "In Progress" status. If declined, the request will be transitioned into "Done" status, and an automated email is sent to the employee who submitted the request.

8.) Once the necessary procurement is carried out, you may want to resolve the query by simply triggering the "Done" transition. In this case, also, an automated notification is sent to the requestor.

Some email providers may treat emails sent from the @metainfdemo.net domain as SPAM, so we recommend that you monitor your mail client's SPAM folder during the demo. You also may whitelist email addresses from the @metainfdemo.net domain in your mail account.