Managing Email-to-Ticket Options

Guide Overview

The following article is designed to give Incident IQ administrators an understanding of the following topics:

  • The standard method of email-to-ticket generation
  • Setting up advanced email-to-ticket options utilizing the Rules Engine

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. Standard Email-to-Ticket Creation
  2. Rules Engine Email-to-Ticket Creation
    1. 'From email' Trigger Type
    2. Email Rule Filters for Rule Execution
    3. Email Actions for Rule Execution
  3. Forwarded Email-to-Ticket Creation

 

Standard Email-to-Ticket Creation

In order to submit tickets via email, requestors should send technology-related support requests to techhelp@[DistrictURL].com. If your district has purchased the iiQ Facilities module, maintenance and facilities requests can be e-mailed to facilities@[DistrictURL].com. Please note that when generating tickets through this method you will only capture the user and location information. The ticket issue assigned to these tickets will default to Other Requests > Issue not listed.

Email_Ticket.png

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Rules Engine Email-to-Ticket Creation

Following the October 2019 Small Enhancement release, districts now have the ability to create a set of rules that fire specifically for tickets submitted via email through the Rules Engine feature. This includes access to a new trigger type in the Rules Engine, as well as additional filters and action options for rules set up. The following section is designed to give you an overview of these three email-to-ticket components in the Rules Engine.

 

 'From email' Trigger Type

The 'From email' trigger type allows districts to route tickets on a more granular level than the ‘when Created’ trigger type. It is important to note that while this trigger type is listed at the bottom of this list, this set of rules will fire before the ‘when Created’ trigger type.

From_email_Trigger.png

If you have potentially conflicting rules in either of these categories, it is recommended to select the ‘Do Not Process Any More Rules’ option on the last rule listed for this trigger type.

warning.pngImportant: The ‘Email to tickets@’ rule found within this trigger type that has been included for this trigger type by default. Please do not disable or delete this rule, as it is necessary for ticket creation via email.

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 Email Filtering Options

Incident IQ includes filters specifically designed to support email-to-ticket creation. When creating ticketing rules, conditions that need to be met in order for a rule to fire can now be set to corresponding criteria from the requestor’s email. These new filters include:

  • Body
  • Subject
  • From Email
  • To Email

Email_filter_fields.png

Please keep in mind that any text value entered for these filtering options will have to be an exact match for what is contained in the specific component of the requestor’s email in order for this rule to fire. For instance, the example below would only allow this rule to fire if the body of that email only consisted of the word, ‘projector.’

Example_filter_set_up.png

For more advanced matching conditions, use the following guidelines:

  1. If you wish to set the conditions for an email that starts with a specified text value, include a ‘%’ at the end of that text value.
  2. If you wish to set the conditions for an email that ends with a specified text value, include a ‘%’ before that text value.
  3. If you wish to set the conditions for an email that simply contains a specified text value, place a ‘%’ before and after that text value.

You also have the option to test any of these conditions with any text sample before saving them. For more information on the types of filters available to you and their specific uses, please refer to the following subsections:

 

Email 'Body' Filter

This filtering option allows users to create rules for emails containing a specified text value within the body of that email. For example, if this filter is set to match the text value ‘projector’ or more specifically, ‘projector needs new bulbs’, any e-mail containing those text values would enable this rule to fire as long as this value includes a ‘%’ before and after the text string. A sample use case for this filter would be to route tickets that were created via e-mail and included this sample text to a designated technician or team that is responsible for changing projector bulbs.

Email_Filter_-_Body.png

 

Email 'Subject' Filter

This filtering option works similarly to the ‘body’ filter and allows users to set condition requirements for rules that match specific text values included in the subject line of the requestor’s email. For example, if a requester knows that the request they are submitting should be routed to a specific team or agent, they could enter that team’s name or the request type in the subject line of the email and that ticket would be automatically assigned to the team or agent responsible for that request.

Email_Filter_-_Subject.png

 

Email 'From' Filter

This filter allows districts to set condition requirements for rule execution that utilizes the requestor’s email address as matching criteria. By utilizing the advanced matching conditions with this filter type, districts can set preferred routing actions for tickets that come from a specific email address, a specific domain, or an email address that contains a specific subset of characters. Districts can also utilize this filter to allow email forwarding from another email address to their Incident IQ help desk email address.

Email_Filter_-_From_Email.png

 

Email 'To' Filter

This filter allows districts to set condition requirements for rule execution that utilize the recipient of the requestor’s email as matching criteria. Using this filter you can create custom email recipient addresses for specific types of support requests, as opposed to only utilizing the ‘techhelp@[districtURL]’. For example, a requestor could send an email to ‘network@[districtURL]’ for a network-related issue or ‘payroll@[districtURL]’ for payroll-related issues if either of these are addresses are included in a rule using this conditions filter and the ‘Approve ticket creation from email’ action.

Email_Filter_-_To_Email.png

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 Email Actions for Rule Execution

Districts now have the ability to approve or reject ticket creation from an email after specifying any given set of criteria included within the requestor’s email. The ‘approve ticket creation from email’ filter allows tickets to be submitted by an email address that is not associated with an existing user account in incident IQ. The ‘reject ticket creation from email’ action allows districts to control who can submit tickets via email as well as the types of requests that are able to be submitted via email.

Approve_Email_Creation.png

Reject_Email_Creation.png

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Forwarded Email-to-Ticket Creation

If your district already has an email address that your end users are accustomed to using for submitting support requests, it is possible to set up forwarding email-to-ticket creation. To do this, you will need to set up automatic email forwarding from your current helpdesk address that forwards requests to techhelp@[districtURL].incidentiq.com. After setting up this automatic forwarding, you will then need to create a rule within Rules Engine that approves ticket creation from that email address, similarly to the example below.

Forwarding_Email.png

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