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 articles, you will learn:
- how to configure email accounts
- how to set up automatic creation of records in specific tables depending on what email you received
- how to set up automatic email reply depending on values of specific records and received emails
- how to keep up users with what happens within the system and within their task pool
For processing emails, you need three components:
- Email Account
- Notification Rules
- Inbound Actions
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
Configure automatic system actions 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.
