Email Command

Email Command allows the technician to delimit fields in the email, according to which the email can be parsed and corresponding fields can be set.

To configure Email Command,

1. Click Setup > Mail Settings > Email Command. The email command configuration screen is displayed.
    

2. Click the check box Enable Email Command to activate the email parsing feature. If this option is not selected, then the incoming email will be handled as a normal mail based on established business rules even if the incoming emails contain the parsing string in the subject.
3. In the Email Subject contains text box, enter valid subject line that determines the emails which have to be parsed. Emails containing this text will be parsed for various fields.  Assume the Email subject identifier is given as @SDP@, then emails with subject containing @SDP@ alone will be considered for parsing.
4. Provide any special character (@@, ##, $$, %%, &&, so on) as the Command Delimiter.  The field values assigned between these special characters are assigned to the corresponding fields while the requests are created. Assume if the Command Delimiter is @@ and the email description need to set category field to Printer, then the email description should contain @@Category=Printer@@.

Notes:

• A request can be created / updated / closed / picked up / assigned to by a technician through emails. Operational string " OPERATION = ADD_REQUEST", "OPERATION = EDIT_REQUEST", "OPERATION = CLOSE_REQUEST", "OPERATION = PICKUP_REQUEST" and "OPERATION = ASSIGN_REQUEST" is used for this purpose.

• To update, pick up, assign or close a request through email, the corresponding operational string (EDIT_REQUEST / PICKUP_REQUEST / ASSIGN_REQUEST / CLOSE_REQUEST) and the WORKORDERID field must be present. If not, the email will be processed normally and treated as a new request.

• When a request is updated through an email, the conversation will not be added in the request. Hence attachments and inline images in the email will not be updated in the request. However, the update information will be added in the history.

• If the field name given in the email is not available in the application, then parsing will be excluded for that field.

• If there is more than one value present for a particular field in an email, then the last value alone will be taken and others will be discarded.

• Request threads with subject containing the "RequestId" and no operational string (EDIT_REQUEST) will be updated as a normal conversation and a new request will not be created.

• The email sender should have a login in the application for the Email Parsing to happen.  This is because, various operations that can be handled by a user to parse an email are defined by the user's Role. Request authorization (close a request, pick up a request, update a request, accept closure of a request and so on) are set using Roles in the application.

• The email sender will be considered as the requester if the requester name is not specified in the email.

• Permissions and Parameters supported:

• If the email sender is a requester with requester permissions, then the fields that be parsed are limited. A requester can parse only those fields that he can view in the request form while creating a request. Currently, requesters can create only incident requests.
• If the email sender is a technician with technician permissions, then the fields that can be parsed are same as those fields that he can view in the request form while creating a request.
• Fields that can be parsed are LEVEL, MODE, PRIORITY, URGENCY, IMPACT, IMPACTDETAILS, CATEGORY, SUBCATEGORY, ITEM, GROUP, TECHNICIAN, TECHNICIANEMAIL, REQUESTER, REQUESTEREMAIL, WORKORDERID, REQUESTTEMPLATE, REQUESTTYPE, STATUS, SITE, ASSET, RESOLUTION and additional field label (the field label given in the email must match the field label set in the product)
• To change the fields that a requester or a technician can parse, go to Admin > Request Templates (under Templates & Forms ), select Default Template and add or remove the fields.

• The WORKORDERID present in the description of the email will be given higher precedence over the RequestId present in the subject of the email.

Examples:

• Sample Email Content for ADD_OPERATION :

@@OPERATION=ADD_REQUEST@@

@@SUBCATEGORY=Tray1@@

@@ITEM=Paper Jam@@

@@LEVEL=Tier 1@@

@@MODE=Web Form@@

@@PRIORITY=High@@

@@URGENCY=High@@

@@IMPACT=Affects Group@@

@@GROUP=Printer Problems@@

@@REQUESTER=Guest@@

@@REQUESTTYPE=Incident@@

@@ASSET=Printer1@@

@@TECHNICIAN=administrator@@

@@REQUESTTEMPLATE=Printer Problem@@

@@SUBJECT=Add Request via Email Command@@

• Sample Email Content for EDIT_OPERATION :

@@OPERATION=EDIT_REQUEST@@

@@WORKORDERID=4@@

@@LEVEL=Tier 3@@

• Supported Request Fields in Email Command are :

  • SUBJECT
  • DESCRIPTION
  • PRIORITY
  • LEVEL
  • STATUS
  • MODE
  • URGENCY
  • IMPACT
  • IMPACTDETAILS
  • SITE
  • GROUP
  • CATEGORY
  • SUBCATEGORY
  • ITEM
  • REQUESTER / REQUESTEREMAIL / REQUESTERID
  • TECHNICIAN / TECHNICIANEMAIL / TECHNICIANID
  • WORKORDERID
  • DUEBYTIME
  • CREATEDTIME
  • ONHOLDCOMMENTS
  • SCHEDULEDTIME
  • SCHEDULEDSTATUS
  • CLOSECOMMENT
  • CLOSEACCEPTED
  • UDF FIELDS

• Date format for specifying CREATEDTIME/DUEBYTIME field as a formatted date string :

  • DATE_TIME_FORMAT = "dd MMM yyyy, HH:mm:ss"