Creating Automatically a Ticket when Receiving an E-mail
This functionality allows to automatically create tickets when an e-mail message is sent to a certain address. In this context, the solution constantly monitors the presence of messages in the mailbox, and if some message has the status of not read, this will be used to register a new ticket.
✅ Rule: It is important to highlight that after the ticket registration, the e-mail is marked as read.
To create a ticket through the receiving of an e-mail, it is necessary to:
Configure an e-mail account to previously allow the access via IMAP.
Configure the instance to use batch routines since e-mail verification is a scheduled task.
Step 1 - Creating ticket template
Access the functionality through the main menu System > Automatic actions > Incident/Request/Procedure Actions (see Automatic Actions of Incident/Request/Procedure).
Step 2 - Set up access to the email box
Create the email automatic action by accessing the main menu System > Settings > Automatic Action Setting Via E-mail. This register is used to trigger the reading and register of requests (see Automatic Action via E-mail)
Step 3 - Create a verification routine (batch)
Create a batch routine, by accessing the main menu System > Batch Processing (see Automation), of "Java Class" type with the following content:
🖊 Note: It is possible to read the title of the e-mail sent. It would be stored in the "Subject" field of the reademaildatarequest table.
In addition, if there is a need to retrieve other information contained in the e-mail fields, as recipients marked as a copy (CC) or hidden copy (BCC) use the Rhino script below:
