Receiving Mail – Hosted Systems

SupportDesk can be configured to read mail from numerous mail boxes (1 per folder) and convert those emails into tickets.  Setting this up has to be done in conjunction with House-on-the-Hill who can supply various technical documents about the requirements of the mail box.
Once the correct settings have been determined these are entered in the Folder maintenance screen.

hosted mail settings

Which Mails are converted to Tickets?

  • Mail with subjects that match the subjects on the E-Mail Forms in Mail – Setup & Templates will be converted to Tickets.
  • If there is an E-Mail Form with a blank subject, all incoming messages will be treated as a new Ticket (with an exception as described in the next point).
  • Mail with a recognised subject (or the text SupportDesk) that contains a forward slash (/) will be treated as an addition (i.e. a new Note to an existing Ticket.) The Ticket Reference in the email subject must immediately follow the forward slash for the Mail to be added as a Note. You can change this delimiter in the suppdesk.ini file located on the PC where the mail is being read in; amend the entry “RefSeparator=/” to be what is required.
  • You can specify a mail form with the subject IGNORE **** and have all mails with that subject ignored by the mail read process; where **** is present in the email subject. You might use this to IGNORE undeliverable messages.
    • The IGNORE must be in upper case and SupportDesk will apply a case sensitive search to the text after the IGNORE, so:-
      IGNORE Undeliverable
      will match to, and skip mail with the subject “Your mail is Undeliverable”  but not match, and let through mail with the subject “Your mail is undeliverable “
    • The text after the IGNORE may be more than one word but will be treated as a single string for the search, so:-
      IGNORE Out of office
      will match to, and skip mail with the subject “Sorry I am Out of office for the next week”
      but will let through mails with the subject “Sorry I am Out of the office for the next week”.
      (N.B. ‘The’ is highlighted here in order to show the difference in subject.
    • To cater for these slight variations SupportDesk allows the creation and addition of multiple IGNORE forms.

      Linking Email Read to QuickCalls

      SupportDesk continues to generate a ticket by utilisation of a template that matches with the subject of the incoming email (in this case the mail and template subject both contain the string ‘Account Clean Up’).

      In addition, the body of the email template contains the variable to link it to the appropriate QuickCall; e.g. QuickCall:QC000070.

      The field entries on the QuickCall are used to populate the new ticket, in the same manner as when used manually.

How do I log the new Ticket into the correct Folder if I do not want the folder associated to the mailbox?

Start your incoming message with the phrase “Folder=Folder Name” or you can use “Folder: Folder Name“, and the e-mail will be loaded as a new Ticket in the designated Folder.

How does SupportDesk reconcile who has sent the e-mail?

The e-mail will be received with a ‘from’ address.  SupportDesk will try to match this address with the e-mail addresses on Contact and Customer records. If a record is found, the Customer, and possibly the Contact, details will be populated in the Ticket. If no direct match can be made and if the option ‘Match on customers Domain’ is ticked, SupportDesk will look for the first Customer/Contact that has a matching email domain and assign the Ticket based on this information. This feature can be useful when SupportDesk is being used to support external customers and ‘unknown’ contacts from one of the customers may send in emails.

If the address cannot be reconciled, it will be saved in a Note. If the Customer/Contact information is sent in the body of the message, prefixed by the expected prompts, they will be inserted into the relevant Ticket fields. If you are reading internal e-mails, using X400 protocol on Exchange, SupportDesk will search e-mail fields for a match on the Common Name (cn=). That is, the e-mail address of an internal Contact should contain the Common Name of the sender.

Can I force data from the email into set fields in SupportDesk.?

You can only do this if the inbound mail has some content of fixed format that obeys preset rules.

An example would be if you had an automatic mail from a machine that was sent as a warning and the mail could be pre-formatted.

If the mail contained a line that read “Machine: Server A”, you could rename a ticket field in the Data Dictionary to match the literal in the mail – so “Ticket:Text1” could be set with a prompt of “Machine”.

On the Mail Form you could identify this field using the syntax “<Prompt:Ticket:Text1>:”, which SupportDesk would resolve to “Machine”, and would then parse the mail for that string (Machine) and update the field value after the colon into “Ticket:Text1”.

An alternative way to achieve the same result is for the Mail Form to contain the line “Machine:<Field:Ticket:Text1>”, which may be useful if the mail contains long literals that cannot be directly matched to field names.