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Email Reader

The Email Reader page specifies a POP3 email account to periodically poll. Email messages retrieved from the POP3 server are classified by Email Mapping and converted into tickets.

Alarm to Ticket Integration

When a VSA user clicks a New Ticket... link—typically for an alarm—anywhere in the system, the Ticketing module converts it into a ticket. The Ticketing email reader does not have to be enabled.

Note: If the Service Desk module is installed, see Service Desk > Activating Service Desk Integration.

Contents of Email

The Email Reader can receive any email, with or without attachments, and add the contents to the ticketing system. Additional information can be added to the email to enhance the mapping of the email to the ticketing system. The following tags can be included in either the subject or the body of the email.

  • ~ticrefid='xxx' - Appends the body of the email to an existing ticket rather than cause a new ticket to be created.
  • ~username=’xxx’ - Automatically inserts the value given as xxx into the Submitter Name field.

    Note: If ~username=’xxx’ is not included in the either the subject or the body of the email, then the email sender's From address is used to populate the Submitter Name field.

  • ~useremail=’xxx’ - Automatically inserts the value given as xxx into the Submitter Email field.
  • ~userphone=’xxx’ - Automatically inserts the value given as xxx into the Submitter Phone field.
  • ~category=’xxx’ - Assigns the ticket created to a specific category. The category must exist.
  • ~priority=’xxx’ - Assigns the ticket created to a specific priority. The priority must exist.
  • ~status=’xxx’ - Assigns the ticket created to a specific status. The status must exist.
  • ~assignee=’xxx’ - Assigns the ticket created to a specific user. The user must exist.
  • ~machineid=’xxx.xxx’ - Assigns the ticket created to a machine ID. The machine ID must exist. If this information is not included, and tickets are not assigned to a machine ID or group ID using Email Mapping, tickets are assigned to the unnamed group by default.
  • ~fieldName=’xxx’ - Assigns the value xxx for any defined field. If the field is a List type, then the value must exist in the list.

Suppressed Notes

Notes are suppressed if an email is sent with no body and no attachments or if no response text is sent with a reply email.

Email Reader Alerts

You can be alerted by email if the Ticketing > Email Reader fails using Monitor > Alerts - System alerts.

Email Address

Enter the email address you wish to retrieve email messages from periodically. Replies to this email address are in turn processed by the ticketing system and added as notes to the relevant ticket.

Disable email reader

Check this box to prevent the email reader component from polling a server.

View Log

Click View Log to review the polling log for this email reader.

Turn off independent ticket sequence numbering (use identity value)

For "on premises" single partition environments only, if checked, ticket numbers match the ticket numbers displayed in outbound emails. If unchecked, these two numbers can be different. These number always match in additional partitions.

Host Name

The name of the POP3 host service is needed. POP3 is the only email protocol supported. An example is pop.gmail.com.

Port

Provide the port number used by the POP3 service. Typically non-SSL POP3 ports are 110 and SSL POP3 ports are 995.

Use SSL

Check this box to enable SSL communications with your POP server. Your POP server must support SSL to use this feature. Typically, SSL enabled POP3 servers use port 995.

Logon

Enter the email account name. Do not include the @ domain name with the account name. For example, if the Email Address is jsmith@acme.com, then enter jsmith as the account name.

Password

Enter the email account password.

Check for new emails every <N> minutes

The number of minutes the Email Reader should wait before polling the POP3 server for new emails.

Reject inbound emails containing the following in the subject line

This option only displays for master role users. Enter text to ignore inbound emails containing this text in the subject line. Matching is case insensitive. Quotes and wildcard characters such as * and ? are interpreted literally as part of the string content.Create multiple filters using multiple lines. Multiple filters act as an OR statement. Surround whole words with spaces on both sides of each word. Example:

Undeliverable
Do not reply

This same ignore list can be maintained in the Ticketing > Email Reader page and the Service Desk > Incoming Email and Alarm Settings > General tab. This list can also be maintained manually by editing the <Kaseya_Installation_Directory>\Kaseya\KServer\ignoreSubject.txt file.

Apply

Click Apply to begin using the email reader.

Connect Now

Click Connect Now to connect to the POP3 server immediately instead of waiting for the next polling time. This can be used to test your configuration of the email reader.