Select
Setup >Email > Setup
Home > Email Setup
The Email Setup tab allows the Administrator
to define the behavior of the email polling functionality.
To set the email functionality details:
Select
Setup >Email > Setup
Define the settings in line with your organizational requirements:
General Settings |
|
Email Polling |
Enable Email Polling to allow the application to check for new email received in the mailbox on the incoming server defined within the Server tab.
For new messages that are received, the system will send a message to the sender acknowledging their message. System generated messages are customized within the Setup>Email>Templates tab.
|
Interval |
Enter the time period the system will use to check the incoming server for any messages sent to the support system. |
Include Banner |
Select Yes to include a banner within emails sent from the system.
The banner will be derived from: Setup>Customize>Setup>Public Banner. |
Email Errors |
When enabled, details of any system errors occurring while the application is running will be sent to the development lab. |
Copy Type |
For emails sent within requests, define if the Technician is to be copied or blind copied the correspondence. |
Requests |
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Create/Update via Email |
Select this option to enable requests to be created from emails addressed to the support system and Team addresses aliased on the email server. (See: Email Polling.)
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Accept Anonymous |
When enabled, the system will create requests from emails received from email addresses that do not exist in the application's database. (Refer below for more information regarding this setting.) |
Notify Alternate Team |
When enabled, and if there is more than one Team created for a Process, within the Summary tab of a request the Alternate Team field is displayed. Members of the Alternate Team will be notified relative to the settings defined for the Current Team, and for New Notes, if Technicians is selected in the New Notes screen. |
Self Mail |
When set to Yes, new Notes created by a Technician or Customer are also sent to them when they save the Note. |
Include Request Status |
When enabled, the system will include the request Status within the Email Subject line of any correspondence sent from the system, regarding a request. |
Include Request Priority |
When enabled, the system will include the request Priority within the Email Subject line of any correspondence sent from the system, regarding a request. |
Include Request Subject |
When enabled, the system will include the content from the Subject line of a request within the Email Subject line of any correspondence sent from the system, regarding a request. |
Notes |
|
Parse Instance Prefix |
The Instance prefix is used to process email correspondence from multiple instances. If this is not required, set the option to No. |
Default Recipients |
Within the new Notes editor of requests, the default email settings can be defined for the recipient groups. Define the groups who are more likely to be sent every New Note created related to a request. |
Default Locale |
Set the default language file to be used for email correspondence. The option set is applied to the Email Locale field in the Customer and User Information screens and can adjusted on a per account basis, as required.
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Click Save.
When the Accept Anonymous option is enabled, the system will create
requests from emails received from email addresses not recorded in the
application. This process is managed by the System User being assigned
as the Customer, and the original sender being added to the email address
list, in the Notify section.
It should be noted, that enabling this option increases the likelihood
of spam emails being converted into unwanted requests in the system. Email
administrators should ensure that spam filtering is performed prior to
the request being received in the inbox polled by the application. It
is not the function of the service management tool to monitor, parse or
filter emails prior to the creation of records based on the contents of
the target inbox.