SimpleOne provides two-way interaction via email:
- sending notification emails about what happens in the system (including announcements, events, and updates of records and tables)
- automatic execution of actions in the system depending on incoming emails
Emails provide an easy way to notify users about various events in the system:
- user's approval needed
- caller sent a letter with a specified topic or body
- state of the ticket changed
- a user replied to system letter
- new comment added to a ticket
- announcement
- etc.
In SimpleOne, email processing can be automatic within the system without third-party applications.
In these articlesthe following article, you will learn:
- how How to configure email accounts.
- how How to set up automatic creation of records in specific tables depending on what email you receivedcreate automatic actions in the system (updating or creating records in specified tables) depending on the email you received (its body, topic, addresses, etc.).
- How to customize automatic email replies how to set up automatic email reply depending on values of specific records and received emails.
- how How to keep up notify users with about what happens happened within the system and within their task pool
For processing emails, you need three components:
- Email Account
- Notification Rules
- Inbound Actions
Email
Email Accounts
First of all, you need to create necessary email accounts. They will be involved in receiving and sending emailsIt can be a pre-configured account with the IMAP protocol (for receiving emails), SMTP protocol (for sending emails), and POP3 protocol (for receiving emails).
| Tip |
|---|
It is better to use IMAP protocol than POP3 to receive emails because POP3 is slower and outdated. |
The email account configuration includes the following steps:
- Creating an email account
- Testing the connection (optional)
- Configuring default settings.
Notification Rules rules help automatically send email letters emails depending on the status state of a specific recordsrecord. Notification Use notification rules allow to define when specify the time to send the letter, who will receive itemail, the recipient, and what the letter will contain.the text of the message. Read this article to find some use cases and to learn about the notification templates, notification variables, and the process of creating notification rules.
Use inbound email actions to define procedures for the incoming emails. Depending on the incoming email type and attributes, the inbound email actions can be either automatic replies or specific records in the system. Read the article to find out about the logic, setting the actions, and see a use case of implementation of inbound email actions.
In SimpleOne Email table, you can see incoming and outgoing emails with their attachments. Sort and operate the emails according to their type and status. Outgoing messages can be set with notification rules and notification scripts. Check the troubleshooting strategy to improve your experince with the emails in this article.