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Routing Requests

From Door Tablet V8.0.8 assistance requests may be redirected to platforms such as ServiceNow and automatically processed using the added routing tags.

Configuration

  1. Click the check box in the Door Tablet server profile next to "Add Routing Tags"
  2. When a help request is made the software checks for the above and if it is set it adds tags
  3. Tags are added to both the subject and the body of the email



Email Subject
In the subject line the server adds the tags to the end and encloses these in square brackets, highlighted in green:
Assistance request from Edward/London [system:doortablet;ticket:AFGS4F]
For scripters, get text right of [ and left of ]. Then parse the string using ";" and you get pairs in the format of key:value

For the above this will be:
System: doortablet
Ticket: AFGS4F

Note: the Ticket is unique.

Email Body
In the body we have similar tags with identical format:
Always prefixed with the word "Tags: "
Tags: [room:Edward;location:London;dispname:;issues:C-D-F-P-T;clientip:192.168.1.82;serverip:192.168.1.100-80]
For scripters, get text right of Tags: [ and left of ]. Then parse the string using ";" and you get pairs in the format of key:value

For the above example this will be:
room: Edward
location: London
dispname:
issues: C-D-F-P-T
clientip: 192.168.1.82
serverip: 192.168.1.100-80

This identifies the location of the issue and the actual issue with the following meanings:
C: Catering
D: Cleanliness
N: Computer LAN
F: Furniture
H: Climate
L: Lights
P: Projector
T: Telephone
V: Conferencing
W: Drawing Board