To start a new ticket from an incoming email, please make sure to have setup the inbound email correctly. When a From address rule is valid and a process is started, you can make use of all fields available from the inbound email within the workflow.
The following fields are automatically set for new tickets:
|•||Requestor: sender of the email address or the failover person when sender could not be found|
|•||Requested For: sender of the email address or the failover person when sender could not be found|
|•||Attachments linked to email|
|•||External App fields:|
In case the external app "MailboxReader" is not available, make sure to press the Sync External App field once on the General Settings of the inbound email configuration page.
Tags that were included in the email message can be refered to as if they were coming from a normal form. 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
[[Information]]: Please process this request after next week, as the person needs its current workstation
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.
In case you would like to use external app fields in for example setting of the Actor, you can find these fields under "Lookup":