KB User's Guide - Settings Tab - Notification Settings: Configure the Email Listener
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.
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.
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".
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.
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.
Step Two - Check a box or boxes: Enable for: Internal Site and/ or External Site.
Step Three - Enter an email listener address.
- Internal Site - Button accessible by your internal users
- External Site - Button accessible by the public
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"
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".
The image below shows the HTML used to style the content of the Email message text prefix in the KB Admin Tools.
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.