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KB User's Guide - Settings Tab - Notification Settings: Configure the Email Listener

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You must have full administrative permissions in your space to perform these steps. This means access to the Documents, Settings, and Users tabs.

Admins may create an optional/ additional button on their live site(s) that will send feedback directly to their ITSM. Once admins determine the workflow of an incident pushed out to their ITSM tool from the KB, they are ready to set up the Email Listener. Report Accessibility issues, submission goes wherever you want.

    What the end user sees when submitting a Comment on your Live KB page

    When an end user visits a page on your KB, they may click on the Comment button at the bottom of the page to submit questions and feedback. The image below shows the Comment button next to the helpfulness buttons.

    Feedback section of a live site KB document highlighting the comment button

    Upon clicking the Comment button, the end user is presented with a Feedback form that refers back to the document both on the top of the form and in the Subject line. The image below shows an example Feedback Form from the KB User's Guide.

    Feedback form for a KB document displaying fields for your email, subject, and comment

    How to Create an Email Listener Button

    You may add an additional button to the Feedback part of your Live KB document which will lead to a Feedback form that will be sent directly to your ITSM Tool. The image below shows the additional button already created, called "Send to ITSM".

    Feedback section of a live site KB document highlighting a Send to ITSM button

    Upon clicking the newly created "Send to ITSM" button, the user will be presented with a Feedback form identical to the form presented upon clicking the Comment button.

    Feedback form for a KB document displaying fields for your email, subject, and comment

    Step One - Navigate to KB Admin Tools > Settings Tab > Notifications link > Notifications Settings screen > scroll down to the Email Listener section of the screen and click the panel to expand the setting options.

    The image below shows the expanded Email Listener section of the Notifications Settings screen.

    Email Listener settings with options for site access, email address, subject, email message, button label, and email format

    Step Two
    - Check a box or boxes: Enable for: Internal Site and/ or External Site.
    • Internal Site - Button accessible by your internal users
    • External Site - Button accessible by the public
    Step Three - Enter an email listener address.

    This field allows you to enter one or more email addresses:

    • Enter an email listener address that will generate a ticket within your ITSM tool
    • Enter an email group list that will address a specific subject: example: enter the Accessibility Team's Email list to direct Acccessibility questions or concerns on the website.
    • Opt to add a departmental group email address or an individual's email address

    If entering more than one email address, please comma delimit each address.

    Step Four - Enter a Subject line prefix

    Enter an identifiable prefix (example: "SUPPORT REQUEST VIA KB") that you will easily recognize and filter in your email inbox.  *Please add a blank space (e.g. click on the space bar one time) after the prefix so a space appears between your prefix and the document reference.

    The image below shows the top of an email notification with a prepended Subject line as configured by the KB Admin; "SUPPORT REQUEST VIA KB"

    Email notification displaying a subject prefix on a feedback email
    Step 5 - Enter an Email Text Prefix

    You may enter simple instructions, a reference or elaborate instructions. For more procedural instructions, we recommend you use HTML to style your template.

    The image below shows the email notification with the Email Prefix highlighted in yellow. The Prefix is Desire 2 Learn-centered. The red arrow denotes the end user feedback. It would be easy to imagine the user clicked on a button that said "Help with D2L".

    Feedback email displaying the highlighted email prefix and a red arrow pointing to end user feedback

    The image below shows the HTML used to style the content of the Email message text prefix in the KB Admin Tools.

    Email listener settings with the email message text prefix field containing html styled content

    Step 6 - Enter a Button Label Name

    Enter a name for your button. Some institutions use advanced ticketing systems such as Cherwell, Footprints, Service Desk, etc.  If you do not enter a label name, the default label, "Send to ITSM" will appear on your KB site.

    In this document, we have used label examples of:
    • Accessibility Issue
    • Help with D2L
    • Send to Footprints

    Short, brief words are ideal.

    Step 7 - Email Format
    You may select either the Plain Text or HTML options from the dropdown menu.
    Step 8 - Save Your Configuration

    Scroll to the bottom of the Notification Settings page and click the Update button.

    Keywordsitsm button email listener configure service manager submit comment   Doc ID36927
    OwnerLeah S.GroupKB User's Guide
    Created2014-01-29 09:38:27Updated2023-06-01 16:19:16
    SitesKB User's Guide
    Feedback  0   0