SimpleOne provides two-ways way interaction via email:
- sending notification emails about changes what happens in the system (including announcements and changes in records or , events, and updates of records and tables)
- automatic execution of actions in the system depending on the incoming emails.
In SimpleOne, email processing can be automatic within the system without third-party applications.
In the following articlesarticle, you will learn:
- how How to configure email accounts.
- how How to create automatic actions in the system (changing updating or creation of creating records in specific specified tables) depending on what the email you received (its body, topic, addresses, etc.).
- How how to customize automatic email reply replies depending on values of specific records and received emails.
- how How to keep up notify users with about what happens happened within the system.
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).
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It is better to use IMAP protocol than POP3 to receive emails because POP3 is slower and outdated.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:
Notifications
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.
For example, when an incident changes to the Information Needed state, the system sends a letter with a specific topic and body to the caller. That is, notifications define what letter a user will receive after specific changes in the system.
SimpleOne provides a number of out-of-the-box notification rules. Refer to the Available Notifications article to see the preconfigured notifications.
Inbound Email Actions
Inbound Email Actions allow to process incoming emails as either an automatic reply or as a record in the system. Configure system response depending on the specified triggers such as the letter topic, keywords in its body, or more complex dependencies, using script. Unlike Notification Rules, inbound email actions provide a way to interact with records in the system.
For example, while processing an incident in the Information Needed state, the system will insert the body of this letter to the Additional Comment field in the Activity Feed when the caller sends their response. The condition is that the caller's letter contains a defined topic, and the number of the task matches the one in the incident record. That is, inbound email action defines what happens in the system after receiving a letter.
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.
Inbound Email Actions
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.
Incoming and Outgoing Emails
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.
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