SMS to Record Configuration

SapphireIMS uses wirelessmessenger schema to convert SMS to service desk records. The SMS is sent to a hard coded mobile number which will be converted into a service desk record. This is to facilitate service desk users as well as those users who are not a part of SapphireIMS to submit a record.

To configure the SMS to Record Configuration rule, click the ‘Settings’ tab. In the ‘Service Desk Configuration’ section, click ‘SMS to Record Configuration’.

Sr. No	Field Name	Description
1	Configuration	Enter the name of the SMS to Record Configuration rule
2	Project	Select the project from the drop down. Based on the selected project, the service drop down is populated.
3	Service	Select the service from the drop down box
4	Category	Depending on the service selected, Category drop down box gets populated. Select the category
5	Sub Category	Depending on the category selected, Sub Category drop down list box gets populated. Select the sub category
6	Mode	Select the default mode when the record is submitted
7	Start Time	This is the initial start time for converting SMS to records. All SMS sent after this time will be converted to service desk records.

Global Settings Options

Note: The following global settings options must be configured appropriately if the SMS to Record conversion feature has to work:

1. SMS to record feature enable/disable = 1 (Enable the feature)

2. Submit sms as record = 1 (Convert the SMS to record)

3. Enable acknowledgement for sms to record = 1 (To send acknowledgement to the sender)

4. SMS to record time interval = 15 minutes (Time Interval for converting SMS to record)

Note: 1. Only one SMS to Record Configuration rule is allowed since SapphireIMS is able to map to only one mobile number present in the wirelessmessenger schema

2. This feature will work only in SapphireIMS Professional Edition.

3. The wirelessmessenger schema should be available in the same MySql server as SapphireIMS