Email Reader

Ticketing > Email Reader

The Email Reader function provides a means to set-up the needed parameters to use Kaseya's automated Email Reader.  The Email Reader will poll a specified email account periodically and move the contents of the email into the ticketing system.  The information needed to set this up is as follows:

Email Address

Enter the email address you wish to send ticketing related notifications from here. Replies to this email address are in turn processed by the ticketing system as added notes to the relevant ticket.

Disable email reader

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

Host Name

The name of the Pop3 host service is needed. Pop3 is the only email protocol supported.

Port

Provide the port number used by the Pop3 service.  This is normally 110.

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 POP uses port 995.

Login

Provide the email account name.

Password

Provide 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.

Apply

Click this button to load the new parameters into the ticketing system.

Connect Now

Click this button to connect to the POP3 server now instead of waiting for the next polling time.

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.

• ~ticid='xxx' – This tag will cause the email to have its body appended to an existing ticket rather than cause a new ticket to be created.
• ~username='xxx' – Automatically insert the value given as xxx into the Submitter Information Name field.
• ~useremail='xxx' – Automatically insert the value given as xxx into the Submitter Information Email field.
• ~userphone='xxx' – Automatically insert the value given as xxx into the Submitter Information Phone field.
• ~category='xxx'  - This tag will cause the ticket created to get a specific category.  The category must exist.
• ~priority='xxx' – This tag will cause the ticket created to get a specific priority.  The priority must exist.
• ~status='xxx' – This tag will cause the ticket created to get a specific priority.  The status must exist.
• ~assignee='xxx' – This tag will cause the ticket created to get a specific administrator assigned.  The administrator must exist.
• ~machineid='xxx.xxx' – This tag will cause the ticket to have a machine id set immediately.  The machine id must exist.  The inclusion of this tag will cause the ticket to bypass the pending stage and go directly to the View Summary.
• ~fieldName='xxx' – An initial value for any defined field can be assigned a value. If the field is a list type, then the value must exist in the list.

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