Auto Ticketing via Email

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.