This article contains the following topics:
As an administrator you must configure the application to enable the automatic ticket creation, updating, and notification from emails. See Understand Email Processing. |
Mailboxes are required to create tickets from emails that users send. The ticket creation is based on the contents of the subject line of the email. Review the rules for the ticket creation in the article Understand Email Processing. You can create multiple mailboxes and can associate each one with a ticket type.
Considerations
.MSG file attachments are not supported when creating tickets through email.
If you want to discard any inbound email message with specific subject line, configure the parameter SUBJECT_LINE_TEXTS_TO_DISCARD_INCOMING_EMAIL_PROCESSING. For more information, see System Parameters in Configuration Parameters. |
Follow these steps:
Using ' Matching Condition ', you can add a special condition to this rule. In order to create a different type of ticket, add the condition in the 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";}
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The inbound mail is configured.
The changes to the inbound email configuration are applied in the system within the next 3-5 minutes.
Note: Serviceaide Intelligent Service Management does not support external IMAP connections. Your email domain is always based on your application instance as explained in step 4.
You can configure Intelligent Service Management to automatically send out notifications as emails. This configuration includes the following two steps:
Before configuring outbound email, enable and schedule the Notification Delivery job trigger. The notification delivery job trigger sends email notifications to recipients by polling the outbound email queue.
Navigate to MANAGE> ADMINISTRATION> Tools> Slice Configuration> Job Triggers to configure this trigger. The trigger may already exist under a name like Notification Delivery or Deliver Notifications. If it already exists ensure it is enabled. If it doesn't exist, create a trigger with the job type Notification Delivery (ESD). Ensure that you schedule the job trigger in the correct time zone. If the job trigger is not scheduled in the required time zone, no notifications are fired in that time zone.
For more information about job triggers, see Create and Manage Job Triggers.
Note: Configure the outbound email messages after you have configured the Notification Delivery job trigger.
Set up the outbound mailbox to define how the application sends out email notifications. The administrator can enable encryption for outbound email notifications to protect content, using security protocols such as Transport Layer Security (TLS) and Secure Sockets Layer (SSL).
Note: By default, Serviceaide email server is configured without encryption. This encryption is required, only if custom email server is specified.
To configure outbound email encryption with the SMTP server, you must specify these values:
To configure the port numbers for TLS and SSL protocol, specify these details:
Follow these steps:
Mandatory Field Name | Expected Values |
---|---|
Email Server (Hostname) | Specify the value 'localhost' (without the quotes). Note: No information is required for the Email Server Username and Email Server Password fields for cloud customers. |
Reply-To Display Name | The Display Name that you would like to set on your Outgoing Emails. |
Reply-To Address | The sender email address that is displayed to the users for emails sent from Intelligent Service Management. When users reply to a notification, such replies are sent to this email address. This field displays all the Associated Email Addresses configured under the Inbound Email tab. |
For the outbound email configurations to work, you only need to fill in these 3 fields. You can leave the other fields blank.
If you do not configure the outbound email settings, the notifications from Intelligent Service Management are not delivered to any recipients.
After you have configured your mailbox, click Apply Changes to save the settings. The Outbound email is configured.
You can also perform the following tasks on the Outbound Email tab:
You can configure default recipients for all the outgoing emails.
Specify the default values for the To, CC, and BCC recipients in the following fields:
Use these fields only when you want all your outgoing emails to be addressed to or copied to specific recipients.
If you want to block all outgoing communications from Intelligent Service Management, select Yes in Block Outgoing Emails and specify the email address in the Redirect Email Address.
After you specify the redirect email address, all outgoing emails are sent to the redirect address. They are not sent to the recipients mentioned in the To, CC, and BCC fields.
You can apply HTML templates on outgoing emails to automatically format them. Click the icon next to the HTML Template field to select a template. You can also directly paste the HTML code in this field.
Note: The HTML template is used to format all outgoing emails.
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.
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:
If you configure a Reply-To Address using all these methods, the system follows these rules:
In Intelligent Service Management you cannot have your own domain name in your email address. The email address domain is dependent upon your application instance.
However, the application allows you to white label your email address to reflect your organizational email domain. The following example explains how to use this feature.
Consider an organization named ACME. This organization ACME can have an Inbound email configured as xxxx@mail-prod1.serviceaide.com.
Now, the ACME administrator wants that the ACME IT Help Desk email address should be support@acme.com. The administrator also wants that when an end user sends an email to support@acme.com it should create a ticket in Intelligent Service Management.
To set up such a system, you need to do the following configurations: