SimpleOne provides two-ways interaction via email:
- sending notification emails about changes in the system (including announcements and changes in records or tables)
- 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 articles, you will learn:
- how to configure email accounts
- how to create automatic actions in the system (changing or creation of records in specific tables) depending on what email you received
- how to customize automatic email reply depending on values of specific records and received emails
- how to keep up users with what happens within the system
Let us consider a use case:
We create an email account with the following settings:
Field Value Name SMTP (Default) Type SMTP From example@mail.com Server smtp.example.com User Name example@mail.com Password 123456 Email User Label example@mail.com Active true (selected) Port 25 - We check connection.
- We configure a notification for the Employee table which defines the following logic:
When a new employee is added, all employees receive a notification
Field Value Name New employee Table Employee Active true (selected) When to Send tab Send When Record inserted or updated Inserted true (selected) Who will Receive Other What will Contain Subject New employee ${current.company} Message ${current.display_name} is in our team! Yeeeeeaaaaah Message (HTML)
- We set an inbound action which defines the following logic:
When the system receives an email from an employee (whose email is stored in the system) with topic containing keyword "access", a new incident is created and assigned to a defined user (who is responsible for security and access to company data)
Field Value
Email Accounts
First of all, you need to create necessary email accounts. They will be involved in receiving and sending emails.
The email account configuration includes the following steps:
Notifications
Notification Rules help automatically send email letters depending on the status of specific records. Notification rules allow to define when to send the letter, who will receive it, 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.
