Receiving Mail – On-Site Systems

Which Mail Box is used?

If you are using a MAPI interface, the in-box associated with the Profile on the Setup & Templates dialog is the one used for receiving mail. If the Profile is left blank, SupportDesk will use the in-box of the Outlook default Profile. If you are reading mail directly from a POP3 or IMAP server, you must provide the correct POP3 server name. There is also the functionality to specify a specific POP3/IMAP mailbox per Folder.

pop3 and imap settings screen
In this case, the POP3/IMAP account settings are maintained on the Folder Management – System Management menu, Folder, Open (Windows client). This would be the preferred place for entering POP3/IMAP server and mailbox credentials.

When the mail read process is running, each account specified will be visited. SupportDesk will also write a simple text file into the installation directory each time it checks for emails. This file is called mailread.txt and can be useful in diagnosing issues.

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”. (“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?

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

Should I use Mail – Read, or Mail – Read Background, or Mail – Read Selected?

You should choose one method or the other; SupportDesk will not like the two used in conjunction.

  • Mail | Read will read the in-box or server mailbox when you request the read. The Ticket screen is presented for you to check the details and you can opt to delete the originating e-mail message.
  • Mail | Read Background will check for new mail at regular intervals. The interval, in seconds, is determined by the entry “Synchronise=” in the suppdesk.ini file. The Tickets will be created and the originating e-mail message deleted automatically. If you perform any other operations while Mail | Read Background is in use then the process will stop. You can set the Mail | Read Background task as a service. There is more information about adding Mail – Read Background as a service at the end of this document.
  • Mail | Read Selected. SupportDesk allows viewing and selected mail read whilst viewing emails in the Mailroom (accessible via the Explorer in the Windows client). On selecting the mails to read, SupportDesk executes a normal mail read and generates a new Ticket. If the email is identified as a possible note to an existing ticket, you will be asked to choose between adding the mail as a note or as a new Ticket. Selective Mail Read is described in more detail in a separate section later in this document.

If I have a PC dedicated to reading mail, will it use up one of my SupportDesk logins?

If you create a login with supervisor rights and tick the box on the options tab (“Server E-mail login”) this doesn’t take up one of your user licenses. You can also set the Mail | Read Background task as a service (see later sections of this document).

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 “Call:Text1” could be set with a prompt of “Machine”.

On the Mail Form you could identify this field using the syntax “<Prompt:Call: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 “Call:Text1”.

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