Mailfetching

Description

This extension adds a powerful mail fetching workflow for automated ticket processing to the Matrix42 Email Robot. Incoming emails are analyzed based on freely definable keywords and criteria. If a match is found, the corresponding tickets are automatically updated and assigned the appropriate attributes.

Scope of the extension

After installing the mail fetching extension, a separate navigation object is available in the Service Desk configurations. If queue management is also activated, a separate navigation object for managing the mail fetching rules is also provided there.

The extension also includes a separate configuration item with various data definitions and pickups, dialogs, previews, and wizards, as well as a dedicated engine activation workflow.

Linking the workflow to the email robot

To ensure that the mail fetching workflow is applied to all incoming emails or tickets, it must be linked to the email robot.

In Administration > Services & Processes > Engine Activations you will find the service activation „Service Management - Inbound Mail Robot“.

An additional service must be added in the “Activated Engines” tab. Select “Start Workflow” as the service and “MTX Engine Activations – Mail fetching WF” as the workflow.

This configuration ensures that the mail fetching workflow is executed in parallel with the email robot.

Creating a mail fetching rule

Mail fetching rules are created via the “Mail Fetching Rule” navigation object in the Service Desk or in Queue Management. The corresponding dialog is divided into several sections.

GENERAL

The name of the rule is defined in this section. In addition, the logical operator for the filter conditions must be specified (AND / OR).

The “Is Active” option can be used to activate or deactivate a rule without having to delete it.

FILTER CONDITIONS

Here you can specify which components of the email are checked. You can add multiple conditions using the plus symbol.

The following fields are available for each filter condition:

Header Field: Selection of the email element (From, To, Subject, Body)

Search for Value: Enter the keyword (one term per condition)

Negate: Specifies whether the keyword must not appear in the selected element

ATTRIBUTES TO SET

This table defines which ticket attributes are set once the filter conditions are met. Clicking the plus icon opens a wizard for selecting and configuring the attributes.

The following attributes are available:

• Initiator
• Responsible
• Category
• Subject
• Service
• Responsible Role

For the attributes Responsible and Responsible Role, the status is also automatically set to “Assigned” and a notification email is sent.

Notes on rule definition:

The keywords used should be as clear as possible, especially in the subject line and body text. In addition, care should be taken to ensure that individual mail fetching rules do not contradict each other. If several rules apply to a ticket, only the first matching rule will be applied.

Example (Use Case)

A specific queue profile has its own email address. All emails sent to this address that contain the keyword “Queuetest” in the subject line should be automatically assigned to the “Example” category.

The mail fetching rule is created with the AND operator and contains the following filter conditions:

• Header Field: To, Search for Value: queue@test.at, Negate: False
• Header Field: Subject, Search for Value: Queuetest, Negate: False

The attribute to set is defined as:

• Attribute: Category, Value: “Example”

With this configuration, all incoming emails to the specified address will be checked. If the conditions are met, the affected tickets will automatically be assigned to the “Example” category.