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This article contains the following topics:

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1. Navigate to MANAGE> ADMINISTRATION> Tools> Slice Configuration> Inbound Email.
2. Click + (plus) on the bottom left corner of the window to add a mailbox.
3. Enter a name for the mailbox. This is just a display name to help identify this inbox
4. Enter an inbox name for the email address in the Associated Email Address field. For any mailbox, do not use a domain that is outside of serviceaide.com. The part of your email address after the "@" symbol (the email domain) is always based on your application instance. For example:
   
   • CSM2 - Germany:
     
     • Production: <anything>@mail-prod2.serviceaide.com
     • Staging: <anything>@mail-stag2.serviceaide.com
   • CSM3 - United States:
     • Production: <anything>@mail-prod3.serviceaide.com
     • Staging: <anything>@mail-stag1.serviceaide.com
5. Select an email protocol in the Protocol field.
   Depending upon the email server you are using, you can specify one of these options to configure your inbound email messages:
   1. SMTP: 
   2. IMAP: This protocol is only supported on-premises as we are not allowing external mailboxes in cloud.
   3. IMAPS: This protocol is only supported on-premises as we are not allowing external mailboxes in cloud.
   4. NoReply: This option is used for white labeling and actually useful for outbound email messages. For more information on white labeling, see White Label Outgoing Email in the last section.
      Note: Based on the encryption type you must specify the port in the Configuration Parameter page, for the inbound email configuration.
      
      For example, If the The Parameter Value is set to:
      • None: The default value for the port, 25 is used.
      • SSL: Port 443 can be used.
      • TLS: Port 587 can be used.
6. Values for the Server Name, Username, and Password fields are no longer used and can be left blank. These fields were for on-premise mail servers in previous releases only.
7. Set 'Leave Message' to No if you wish to delete the email from the mailbox after it is read.
8. Associate the mailbox to a ticket type using the Ticket Type field. This information is optional.
   Note: If you do not relate a ticket type to the mailbox, the incoming emails create a ticket of the type Service Request, by default. You can use this feature if you want to create specific types of tickets from mails received in specific mailboxes.

9. You Using ' Matching Condition ', you can add a special condition to this rule using 'Matching Condition'. In order to create a different type of ticket, add the condition in the Matchin Matching condition field. This is a Javascript syntax.
   
   For example:  To create an Incident ticket from the inbound emails where the subject or the Message body contains the word "failure", you can use the below matching condition
   if (data.subject.contains("failure") || data.messagebody.contains("failure")){ return "Incident";}
   

   Info

   Condition evaluation should return ticket type only.  Available The following data variables are available inside the matching condition function are . Use the variables to build your own custom condition(s).  data.associated_mail_box , contains the receiving mailbox address data.messagebody , contains the email content or message body data.subject , contains the subject of the email data.from , refers to the sender's display name data.senderemail , refers to the sender's email address data.to . refers to the addressee of the email

   
   

10. Click the Save icon.

    The inbound mail is configured.

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For example, your template can apply a standard header or footer to all your emails. Use the token {Replace_Message_Body} in your HTML template to replace the actual message body of the communication. 

This configuration does NOT override the communication template. Instead, the HTML code gets applied on the communication template itself. 

For example, the HTML Tag H1 is used for defining Headings. If you specify the {Replace_Message_Body} Tag inside the H1 HTML Tag, the system applies the Heading format to the entire communication template body.

Configure a Specific Reply To Display Name

 The Reply To Display Name can be customized so that any emails received by your users from Intelligent Service Management will display your customized name. You can control the Reply To Display Name from three places in the application:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Configuration Parameters, search for the parameter DEFAULT_REPLYTO_EMAIL_PROFILE_NAME, and modify it as required.
2. From MANAGE> ADMINISTRATION> Tools> Slice Configuration> Outbound Email tab, in the Reply To Display Name field.
3. In a communication template, under the Reply to Display Name field.

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