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.

To create a ticket through the receiving of an e-mail, it is necessary to:

Step 1 - Creating ticket template

Access the functionality through the main menu System > Automatic actions > Incident/Request/Procedure Actions (see Registering 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 Creating 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 Batch Processing), of "Java Class" type with the following content:

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: