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| Both sides previous revision Previous revision Next revision | Previous revision | ||
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en:adminmanual:mailconverter [2016/06/06 21:22] joebordes |
en:adminmanual:mailconverter [2018/08/28 02:03] (current) joebordes [Mail Converter] |
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| {{ :en:adminmanual:mailconverter:mailscanner-create-update-ticket-flow_166.jpg |}} | {{ :en:adminmanual:mailconverter:mailscanner-create-update-ticket-flow_166.jpg |}} | ||
| - | <WRAP center round important 80%> | + | <WRAP center round important 85%> |
| The Regular expression to process tickets correctly is: | The Regular expression to process tickets correctly is: | ||
| <code>Re: TT[0-9]+ \[ Ticket Id : [0-9]+ \] (.+)</code> | <code>Re: TT[0-9]+ \[ Ticket Id : [0-9]+ \] (.+)</code> | ||
| - | What we put in the last block of parenthesis is what he application uses to match the ticket, if it is a number it will look for the CRMID if not it will look for the subject of the ticket. | + | What we put in the last block of parenthesis is what the application uses to match the ticket, if it is a number it will look for the CRMID if not it will look for the subject of the ticket. |
| </WRAP> | </WRAP> | ||
| Line 21: | Line 21: | ||
| You need to provide the mailbox information on which the scan needs to be performed. By default the mailbox will be disabled as no information is available. | You need to provide the mailbox information on which the scan needs to be performed. By default the mailbox will be disabled as no information is available. | ||
| - | {{ :en:adminmanual:MailConverterConfigurations.png |}} | + | {{ :en:adminmanual:mailconverter:MailConverterConfigurations.png |}} |
| <WRAP center round info 75%> | <WRAP center round info 75%> | ||
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| After mailbox setup you can select the folders which should be considered for scanning the mails. Click on the //Select Folders// button. | After mailbox setup you can select the folders which should be considered for scanning the mails. Click on the //Select Folders// button. | ||
| - | {{ :en:adminmanual:MailConverterSelectFolder.png |}} | + | {{ :en:adminmanual:mailconverter:MailConverterSelectFolder.png |}} |
| You can exclude or include the folders by selecting/de-selecting the checkbox as shown here: | You can exclude or include the folders by selecting/de-selecting the checkbox as shown here: | ||
| - | {{ :en:adminmanual:MailboxFolder.png |}} | + | {{ :en:adminmanual:mailconverter:MailboxFolder.png |}} |
| ==== Rules ==== | ==== Rules ==== | ||
| Line 43: | Line 43: | ||
| You can setup one or multiple rules on a mailbox which permit you to perform actions on a mail based on the criteria. | You can setup one or multiple rules on a mailbox which permit you to perform actions on a mail based on the criteria. | ||
| - | {{ :en:adminmanual:SetupRuleButton.png |}} | + | {{ :en:adminmanual:mailconverter:SetupRuleButton.png |}} |
| Click on the //Add Rule// button and set up the actions that you would like to perform on a mail. | Click on the //Add Rule// button and set up the actions that you would like to perform on a mail. | ||
| - | {{ :en:adminmanual:ConfigureRule.png |}} | + | {{ :en:adminmanual:mailconverter:ConfigureRule.png |}} |
| Line 54: | Line 54: | ||
| Rule criteria are evaluated as follows: | Rule criteria are evaluated as follows: | ||
| - | |From|Check for the input occurrence in the FROM field of the email| | + | ^From|Check for the input occurrence in the FROM field of the email| |
| - | |To|Check for the input occurrence in the TO field of the email| | + | ^To|Check for the input occurrence in the TO field of the email| |
| - | |Subject|Compare the input with SUBJECT of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begins With, Not Begins With, Regex)| | + | ^Subject|Compare the input with SUBJECT of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begins With, Not Begins With, Regex)| |
| - | |Body|Compare the input with BODY of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begins With, Not Begins With)| | + | ^Body|Compare the input with BODY of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begins With, Not Begins With)| |
| - | |Match|All Condition – All the input conditions should evaluate as true to take Action| | + | ^Match|**All Condition** – All the input conditions should evaluate as true to take Action| |
| - | ||Any Condition – At least one condition should evaluate as true to take Action| | + | | |**Any Condition** – At least one condition should evaluate as true to take Action| |
| Line 67: | Line 67: | ||
| | |Lookup is made for existing Contact/Account based on FROM field of email and ticket is associated to matching record (if found)| | | |Lookup is made for existing Contact/Account based on FROM field of email and ticket is associated to matching record (if found)| | ||
| ^Update Ticket|Updates existing trouble ticket record with the following:\\ Comment = BODY of email| | ^Update Ticket|Updates existing trouble ticket record with the following:\\ Comment = BODY of email| | ||
| - | | |Lookup is made on existing trouble ticket based on FROM field of email and title or CRMID match. Preferable to select //Regex// as Subject and paste the following code <code>Ticket Id[^:]?: ([0-9]+)</code> in text area| | + | | |Lookup is made on existing trouble ticket based on FROM field of email and title or CRMID match. Preferable to select //Regex// as Subject and paste the following code in the text area <code>Ticket Id[^:]?: ([0-9]+)</code>| |
| ^Add to Contact[FROM]|Lookup is made for existing Contact based on FROM field of email. On success a new email record is created and is associated to matching record.| | ^Add to Contact[FROM]|Lookup is made for existing Contact based on FROM field of email. On success a new email record is created and is associated to matching record.| | ||
| ^Add to Contact[TO]|Lookup is made for existing Contact based on TO field of email. On success a new email record is created and is associated to matching record.| | ^Add to Contact[TO]|Lookup is made for existing Contact based on TO field of email. On success a new email record is created and is associated to matching record.| | ||
| Line 75: | Line 75: | ||
| **Example:** Rule to create trouble ticket from any email is shown below: | **Example:** Rule to create trouble ticket from any email is shown below: | ||
| - | {{ :en:adminmanual:MailConverterConfiguredRule.png |}} | + | {{ :en:adminmanual:mailconverter:MailConverterConfiguredRule.png |}} |
| ==== Rule Priority ==== | ==== Rule Priority ==== | ||
| Line 92: | Line 92: | ||
| After setting up at least one rule you can scan the mailbox. | After setting up at least one rule you can scan the mailbox. | ||
| - | {{ :en:adminmanual:MailConverterBackButton.png |}} | + | {{ :en:adminmanual:mailconverter:MailConverterBackButton.png |}} |
| Now click on the //Scan Now// button. It might take long time based on the amount of emails that will be present in the mailbox (configured folders) | Now click on the //Scan Now// button. It might take long time based on the amount of emails that will be present in the mailbox (configured folders) | ||
| - | {{ :en:adminmanual:ScanNowButton.png |}} | + | {{ :en:adminmanual:mailconverter:ScanNowButton.png |}} |
| As soon as scanning is finished you will get changes according to the rules you have set for creating and updating Trouble Ticket or adding an e-mail to Organizations or Contacts. | As soon as scanning is finished you will get changes according to the rules you have set for creating and updating Trouble Ticket or adding an e-mail to Organizations or Contacts. | ||
