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Readers tab

Service Desk > Configure > Incoming Email and Alarm Settings > Readers tab

Inbound Email Configuration

You must perform all five steps below to enable inbound emails to create new tickets in Service Desk.

  1. Add/edit an email reader as described below.
  2. Ensure POP or IMAP, as specified in the email reader, is enabled in the email server being polled.
  3. Specify the desk definition used to create the ticket, in any one of the following three ways:
    1. Optionally set the Default desk definition in Service Desk > Desk Definition.
    2. Optionally associate an email reader with a service desk using the Desk Definition > Service Desk > Desk Definition > New or Edit > Standard Field Defaults tab. Has precedence over the Default desk definition.
    3. Optionally specify a service desk by associating an email reader with a unique Ticket Request De-Dup or Ticket Request Mapping procedure. Has precedence over the Default desk definition and the Desk Definition > Email setting.
  4. Enable Incoming Email and Alarm Settings using the Service Desk > Common Configuration > Incoming Email and Alarm Settings > General tab.
  5. Ensure Ignore emails with these subjects in the Incoming Email and Alarm Settings > General tab is not filtering the email you are attempting to convert into tickets.

Note: See Activation to create tickets based on system events, such as alarms.

Note: If a service procedure linked to your service desk sends emails, ensure that outbound emails are enabled using System > Outbound Email.

Actions

Adding/Editing an Email Reader

Log

The log lists email reader tasks successfully completed and any errors that may have occurred.

Ticket Associations

A ticket request from an inbound email can be associated with an organization, machine or contact (staff member) in one of three ways, using the following order of precedence:

  1. The ticket contains tilda (~) tagged content.
  2. A ticket request mapping procedure tests the content of the ticket to determine the associations.
  3. The "from" address of the inbound email matches the email of a staff record in the VSA. On the basis of this match, the staff member and the staff member's organization is associated with the ticket.
  4. A ticket can be "auto-assigned" to a machine ID if an Service Desk email reader or the Ticketing email reader receives an email from the same email address as the one defined for a machine in the Contact Email field of the Agent > Edit Profile page. Applies when new emails come into a Service Desk email reader or the Ticketing email reader that do not map using any other method of email mapping. if multiple machine IDs have the same Contact Email address, then only one machine ID can have the Auto Assign Ticket checkbox checked.

Inbound Emails Sent in Reply to Service Desk Outbound Emails

Set the Email Display Name for emails sent outbound from a desk definition, using the Desk Definition > General Info tab.

Note: The name should be a string of letters unlikely to be found in the subject text or body text of emails. It is used as a delimiter when an email is sent in reply to an outgoing Service Desk email.

Email Content

A reader can receive plain or HTML formatted email, with or without attachments, and add the contents to the ticketing system. RTF formatted emails are not supported. The following tags can be included in either the subject or the body of the email. Tags are case-insensitive.

Existing Tickets Only

New and Existing Tickets

New Tickets Only