You can have the system automatically convert emails into new issues through the “Incoming Email Module” (IEM). If you are also using “Email Notifications” or any “Outgoing Email” in your site, this module will also convert “Replies” or “Forwards” related to those messages into notes on their originating issues.
NOTE: All emails sent from your site include embedded issue tags in the subject line in case they ever come back in a Reply or Forward through IEM (e.g. “RE: Issue #12345”).
There is no limit to the number of POP3, Secure POP3 or Exchange mailboxes your IEM can process. Each of these mailboxes may reside on a different server and have different access credentials. In addition, each one can be processed differently based on its settings within your IssueTrak interface. This includes—but is not limited to—whether or not the system:
■ Deletes messages from the mailbox server after processing
■ Applies a size limit to the individual Attachments it will add to issues
■ Applies a default Assignment and/or Issue Type to new issues
■ Tries to determine Issue Type/Subtypes for new issues using the Subject line
■ Tries to determine new Quick Pick issues using the Subject line
■ Adds Email Distribution List Members to issues based on the CC line
■ Accepts only messages from existing users
■ Accepts messages from unknown users, and:
− Uses a default user record to submit their issues
− Uses a template to create their user record, then submits their issue
− Uses simple defaults to create their user record, then submits their issue
■ Emails login credentials to new users it creates from sender and/or CC line
■ Reopens closed issues when additional replies are received
■ Closes issues when predefined tag is found in text of message reply
■ Accepts only a certain number of messages from the same user within a certain number of minutes (to prevent email loops)
Across your IEM mailboxes, you can also define specific messages and content within messages that you do not want converted during processing. For example, adding common auto-reply and spam terms such as “AutoReply,” “Out of Office,” “Viagra,” etc. to your Keyword settings will keep the system from converting any messages that contain those words. Adding standard confidentially or disclaimer statements in users’ email signatures to your Excluded Text settings will keep the system from including that content when it converts their messages.
How often your mailbox messages are processed depends on the frequency of your Incoming Email Windows Scheduled Task. For example, if this Task runs “every 5 minutes,” new issues or notes sent via email will be added to your system only at 5-minute intervals. However, it is important that the frequency not be set too high. Especially with multiple mailboxes, you should give the Task enough time to process all mailboxes before it is set to run again or performance problems can occur. (Keep in mind, the timing of any Email Notifications related to these issues or notes depends on the frequency of your Outgoing Email SQL Server Job.)
NOTE: All IssueTrak-related Windows Scheduled Tasks and SQL Server Jobs are generally created during the installation process. If you cannot locate these Tasks or Jobs, please see KB #1444: How do I set up the Windows Scheduled Tasks? or KB #1552: How do I set up the SQL Server Jobs?
The system inserts “Submitted by direct email to <Mailbox Account ID>” in the Issue Description or Note as it converts email messages. This is the only noticeable difference between how the system responds to issues or notes added through IEM and those entered through the site’s interface. All other processes will apply as normal, such as Email Notifications, Escalation Rules, Substatus Rules, Service Level Agreements, etc.