Email to Ticket



Site Manager can be configured to create tickets automatically received via a defined email account, or approved active directory user groups.


Site Manager connects to an email server at regular intervals and gathers all unread emails and validates the sender’s email address against your Active Directory approved group list or defined email accounts/email domains.  


If the user is approved the subject line is matched against the SiteManager Email Template subject lines to determine if this is an update to an existing ticket or if a new ticket should be created.  


New Tickets are populated using the following table:


Ticket Field

Populated by

Customer Email

The sender’s email address

Customer Name

Information from Active Directory lookup

Customer Phone

Information from Active Directory lookup

Customer Windows Login

Information from Active Directory lookup

Reporter Name

Information from Active Directory lookup

Reporter Email

The sender’s email address

Event Type

The default event type in administration settings

Date Created

The time when the utility processes the email into a ticket

Notify Customer

Defaults to true

Summary

The body of the email message
(HTML or Plain text Only)

Status

New

Priority

The default priority for the Event Type in administration settings

Estimated Completion Date (SLA)

The time to resolve the Event Type in administration settings

Generation Type

Email

Attachments

Attachments found in the email

Assignee

Determined by techs assigned to the event type in Administration settings

Tech Notifications

Determined by user settings in Administration

Parent/Child Tickets

Determined by helpdesk settings in Administration.

Distribution List

cc email addresses in the message




Ticket Updates


In order to update a ticket from an email, the user should reply to the ticket notification email generated from Site Manager.  


The subject line should not be changed as a comparison is made to the subject line of available Email Templates.


If the subject line is a match and the Ticket status is NOT closed, then the ticket is updated using the following table:


Ticket Field

Populated By

Modified Date

The time when the email is processed.

User adding comment

The user name found by searching Active Directory for the sender’s email address.

Comment

The body of the message (HTML or Plain Text Only)

Comment Type

Defaults to PUBLIC




** Email replies should delete the body of the message before sending, as the entire message will be used for the comment.




Configuration Settings


  • Enter your email provider server settings and credentials to authenticate to your inbox


  • Set the polling interval (in minutes) to process unread emails.


  • Default Event Type – Tickets created by email will have this event type


  • Allowed Users - Restrict which email to process into tickets by selecting members of active directory groups.  

  • Attachments and File Size – Allow email attachments to be included with the ticket



**PLEASE NOTE - Emails received from email addresses not in Active Directory or your defined email address domains will be ignored.