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
Note: If the Service Desk module is installed, see Service Desk >.
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.
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.
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.
Click View Log to review the polling log for this email reader.
Turn off independent ticket sequence numbering (use identity value)
For partition 1, single tenant 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.
The name of the POP3 host service is needed. POP3 is the only email protocol supported. An example is
Provide the port number used by the POP3 service. Typically non-SSL POP3 ports are 110 and SSL POP3 ports are 995.
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.
Enter the email account name. Do not include the @ domain name with the account name. For example, if the Email Address is
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:
This same ignore list can be maintained in the Ticketing >
Click Apply to begin using the email reader.
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.
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