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General settings

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The inbound email configuration can be done from with the Admin pages of SSP 7.

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The URL is: http://yourserver/Common/admin/MailboxReaderOverview.aspx.

When getting started for the first time, it is important to use the button labeled "SYNC THE EXTERNAL APP FIELDS". By clicking this button, new external apps are added to your system. These external apps are needed to make use of inbound email values within your workflow definitions.

It is possible to configure multiple mail servers and per mail server multiple email addresses can be defined. To add a new mail server, click on the button labeled "ADD MAILBOX SETTING".

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Name: Give your mailbox settings a name for future reference

Failover person: In case the email-from address can't be resolved in the person database, this person will be used.

Default tag format: Tags can be used to transfer specific field values into SSP 7 through the body text of an email message. Tags only work in case the inbound email results in a new Ticket. For example: the tag format is defined like this: [[LABEL]]: [[Value]] and the body of the email message contains the following data:

[[Description]]: A new workstation should be configured for James Gartner
[[Priority]]: Low
[[Information]]: Please process this request after next week, as the person needs its current workstation
Thanks
Jan
[[Source]]: Email

In this example 4 fields will be recognized in the body of the email message. Within the workflow, this fields can be referred to as if they were coming from a Form. When using for example the placeholder #REPLACE-FORMFIELD-Source# in your workflow definition, this placeholder is replaced with the text "Email". Please note that these placeholders can not be selected through one of the dropdown lists, as all emails have free text content and may contain any Tag.

Ticket number format(s): This option is used to let inbound emails automatically add messages to existing tickets. An example definition would be "TicketId:TICKETNUMBER". When emails now arrive that have the text "TicketId:" in their subject, the system will search for a number behind this text. When found, that number is considered to be the Ticket number and the body of the email message is added as a message to the ticket with this  number. The email From-Address is lookup in the Person database. When found, that person will be the sender of the message. When not found, the Failover person configured earlier will be used. For Example:

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The email above has a subject that complies with the format set. The email body content will be added as a message and James Gartner will be the person sending the message. Attachments will be added to the ticket.

It is possible to define multiple formats. This could be useful when you are using multiple email definitions, with other keywords in it, or when you are building an automated interface with another system that has no flexibility in Tag usage.

Task number format(s): This works in a similar way as the previous option, with the only difference that the reply message is saved as update text to a task. Please note that this only works in case the task is assigned to a group that has an external interface defined on it. See the Group page for more information on external interfaces.

Task acknowledge body format(s): This definition is specific to external interfaces through Tasks and is used to properly process the acknowledgement email sent from an external system. Please note that this configuration is based on the email body and not the email subject. When a tasknumber is found within the subject line of the email message, the system will check if any of the tags set in this field, is found within the body. When found, the system knows this is an acknowledgement email, and will use the text found after the tag as the external reference number. For example, this is defined:

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and this email is received:

Email subject: Confirmation of ticket registration for TaskId:31
Email body: ExtTicketId: M1201-9876

In this case, the system will search for Task 31. When found, the task is updated and the External Reference Field is filled with the text "M1201-9876". Because the task has been updated, the ticket status will be set to the value configured as the "Updated" status value.

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As long as the external reference field has no value, the Save update message option is not available.

Task reassignment body format(s): This definition is used to recognize an email that contains the solution, or reassignment back to the original creator of the task. In case the incoming email is recognized as Task update and the tag defined in this field is found within the body of the email message, the task will be reassigned to the ticket assignment group. For example, this is defined:

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and this email is received:

Email subject: Confirmation of ticket registration for TaskId:31
Email body: Solution: Your access rights have been granted

In this case, the system will search for Task 31. When found, the provided text is added to the information field and the task is reassigned to the assignment group of the ticket.

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The provided solution can now be accepted or declined.

Reply error message: The text defined here will be sent when the incoming email could not be processed. For example when a tag is found to update a ticket, but the provided ticket number could not be found.