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This section helps you understand the rules that are applied to incoming and outgoing emails. Also learn how to customize your emails using templates.

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For example, the self-service user sends an email. CSM Intelligent Service Management creates a ticket with the information contained in the email. The analyst works on the ticket, and then the application generates an email. The email is sent to specific recipients with details of the activity of the analyst.

Incoming Email Processing

The application parses the subject line of all incoming emails to determine the action to take on the email. The application can create or update a ticket through an email. The application considers the following rules while processing an incoming email:

• The application matches the Ticket ID to an existing ticket, if the subject line contains the Case number with a ticket identifier. The action that is taken depends on the matching criteria. 
  • If the email refers to a closed ticket. The application uses the communication template to email the sender that the ticket has been closed.
  • If the email refers to a ticket with any status other than closed. The application appends the message body to the ticket. The application also sends a notification to the ticket owners.
  • If the email refers to a ticket that does not exist. The application uses the communication template to email the sender that the ticket does not exist.
  • If the ticket is open. The application updates the ticket and the email is attached.
  • If the email subject line contains the words Get Status. For example, the subject can be "GetStatus CASE#100-10" or  "GetStatus SRQ#100-10". The application sends an email with the ticket status to the sender.
  • If the email subject line contains the words Automatic Reply. The application does not generate a new request.
  • If the subject line contains more than one ticket identifier. The application acts only on the first ticket.
  • If the email does not contain an identifier. The application creates a new ticket.
• The supported keywords in the subject line of incoming emails are Case, Ticket, Service Request, Incident, Problem, Change Request, Task Ticket, SRQ, INC, PRB, CHG, TSK.
• If the subject line matches an existing Change Ticket (CHG# Valid Case-Ticket ID), the application uses the subject line to identify the approval notification. Examples of the subject line text are,  Problem ticket#---, Service Request#---, Incident ticket#—, RE: INQ_CHG#---, INQ_SRQ#----, INQ_INC#-----, INQ_PRB#-----, INQ_TSK#-----, RE: TSK#---, SRQ#----, INC#-----, CHG#-----, and PRB#-----.
  • If the first word in the message body is Approved or Rejected in any supported languages. The application updates the Approval Comment on the ticket and modifies the status of the ticket. The application appends the message to the ticket as a communication.
  • If no matching keyword is found, the application appends the message to the ticket as a communication. 

• If the subject line does not match any of the specified conditions, the application creates a ticket with the subject line as the description of the ticket. The application uses the body of the email message as the ticket details. The application adds the attachments that it receives with the email to the ticket as an attachment.
  Note: The email engine processes the email notification recipients in this order: organization, then roles, then support groups. After you identify the recipient, the application replaces the entity name of the recipient with the associated member email ID. The application also sends the email to the identified recipient. Be sure to provide unique names for organizations, roles, and support groups, so notifications reach the correct intended recipient. 

Outbound Email Processing

The outbound email configuration manages how email notifications are sent from the application. Some examples for outbound emails are automatic notifications from tickets, auto routes notification, and password reset notifications. All the email notifications are gathered, queued, and sent to the email server in batches of 100 by a background job. If the notification delivery fails three times, then the notification is marked as failed and is discarded.

Note: The background job attempts to deliver the notification to the email server for a maximum of three times. If the notification delivery fails after three attempts, the notification is marked as Failed. The background job discards the notification delivery.

The Outgoing emails are processed according to the following rules:

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1. Create Communication Template: Navigate to MANAGE, ADMINISTRATION,  Tools, Communication Templates, and click Create New.
2. Create the Template: Construct the template by adding the Template name, description, recipients, subject, message, and then click Apply Changes. 
   You can use Add a field from the form to select a standard or custom field from the form. The application replaces the variable fields with the values from the ticket. You can specify roles, support group, and individual contacts as recipients. When you use the support group name in the recipients list, the application sends notification to all the group members. You can also use the Assign to Individual or Group token in the recipients list. This token tries to send the communication to the specified individual, and only if the individual is not available, it sends the communication to the group.
3. Specify the Notification Method: Select the platform through which the notifications that are generated using your communication template are delivered to a contact.
   1. Email: When you select this option, the system uses the contact information specified in the Email Address field of the contact's user profile.
   2. Phone: When you select this option, the system uses the contact information entered in the Phone field of a user profile. The phone notification option is applicable only for SLA Target Breach notifications. Additionally, to use this option, ensure that you have configured the External Notifications tab on the Slice Configuration page. If you select Phone, the application uses the message body in the communication template to convey the notification through a phone call. Currently, CSM Intelligent Service Management only supports the MIR3 Mass Notification System.
4. Click Apply  Changes.
5. Configure Permissions: Click the Permissions tab and manage permissions for the communication template.
   Note: Permissions control the access to communication templates. All communication templates are not automatically available to all analysts.
6. Add Translation: To translate the communication template, click Add Translation and select the locale.
7. Click Apply Changes.