Configuring Notification Parser for Incident Management

You can configure Notification Parsing so that Incidents can be automatically logged from the e-mail messages received from a configured Mailbox (see: Configuring Mailbox). This is more suitable where one or more system Alert e-mails keep flowing into the mailbox regarding the server status or storage device status, and so on. For more information about E-mail Parsing, see E-mail Parsing.

To configure Notification Parser:

Select Admin > Advanced > Notifications > Notification Parser.
On the NOTIFICATION PARSER page, click ADD NEW on the ACTIONS panel. The following page is displayed.

Figure: NOTIFICATION PARSER page
Select the Tenant and fill in the required details. For more information about fields on the NOTIFICATION PARSER page, see Field Description.
1. Fill in the other required details under CREATE, UPDATE, and APPROVE tabs (see: Field Description).
2. Click SUBMIT. A new Notification Parser is configured.

Field Description

The following table describes the fields on the NOTIFICATION PARSER page:

Field	Description
DETAILS
Parser Type	Select the Notification Parser type: Email.
Rule Name	Type in a unique rule name. You can specify multiple rule names for a Tenant. The newly configured rule name gets appended to the Copy Existing list. Note: A rule name can contain alphanumeric characters.
Copy Existing Rule	Lists the configured rule names for a Tenant. If you wish to use the existing rule, select the rule name from the list. A confirmation message is displayed: "Do you want to use the selected rule details to create new rule?" Click OK. The selected rule name is displayed as Copy of <Rule Name> value in the Rule Name field. This can be renamed.
Create User	If selected, a user is created whenever the User ID is not available in the User list for the configured e-mail ID. For example, if you specify the e-mail ID as ‘xyz@anzcorporation.com’, and if the ‘xyz’ user is not present, the application creates the user as xyz. By default, the access is given for IM module for the newly created User ID.
Time Zone	Select the time zone to which the new users have to be assigned. This field is displayed only when the Create User check box is active.
Assign Role Template(s)	Select the Role Template to which the new users have to be assigned. This field is displayed only when the Create User check box is active.
Send Notification	If selected, an e-mail notification with login credentials is sent to the newly created user. This check box is displayed only when the Create User check box is active.
Minimum/Maximum Attachment Size (KB)	Specify the minimum and maximum size of the attachment in kb.
Allow Domains	Specify the domain names for which the issue-related-e-mails are generated as an Incident.
Restricted E-mail IDs	Specify the restricted e-mail ids for which the Incidents are not generated.
Action for Resolved Incident	If the e-mail is received for a resolved Incident, select an action from the list.
Action for Processed E-Mails	Select an action from the drop-down list that you want to perform on the processed e-mails. You can either delete the processed e-mails or move them to specific folder. If you select Move to Folder from the drop-down list, you can type the folder name in the text box that is available with the Action for Processed E-Mails drop-down box.
Enable CI Correlation	If selected, the CI Correlation configuration becomes active.
Active	If selected, the Notification Parser configuration becomes active.
CONFIGURE PARSING KEYS
Parsing Type	Lists the configured e-mail types: Line: If selected, the e-mail content will be displayed in a line format. For more information on configuring keys by line e-mail type see, Configuring Templates for Line e-mail Type. Free-form: If selected, the e-mail content will be displayed in a paragraph format. For more information on configuring keys by free-form e-mail type see, Configuring User-Defined Keys for Free-Form e-mail Type.
Line Delimiter	Lists the configured line delimiter. Select the line delimiter from the list. By default, New Line option is selected. If you select Others, type in the character that has to be considered as a line delimiter in the text.
Key Delimiter	Lists the configured key delimiter. Select the key delimiter from the list. By default, Colon option is selected. If you select Others, type in the character that has to be considered as a key delimiter in the text box.
Body Line #	Type in the line number that contains the key. If you configure the body line number and specify the Key name, then for that particular line, the text in that line becomes the value for the corresponding Key during the e-mail parsing. If you do not specify the body line number and only type in Key name, then the application searches for the specified Key in the e-mail body content. Once the Key is found, then the text next to the first Key delimiter becomes the Value for that Key.
User-Defined Key	Specify an e-mail template name for the key value. By default, you can view Subject and Body as system defined templates. As per the needs of e-mail parsing, you can add more templates to the list.
Delete icon	Click the Delete icon to delete the templates Keys.
icon	Click the icon to add a new templates.

CONFIGURING PARSING CONDITIONS

CREATE Tab

If the module is selected as Incident or Call Record, Incidents/Call Records can be automatically logged from the e-mail messages received from a configured Mailbox. The Administrator needs to configure the following fields for the Incident and Call Management module.

For Incident Management module

If the module is selected as Incident, following fields are displayed.

Figure: Notification Parser - Create tab for Incident

Field	Description
Mailbox	Lists the configured mailboxes under Exchange and Pop-3 Server types. Select a mailbox name from the list.
From E-mail ID	Type in the E-mail ID from which the inflow of e-mails needs to be converted into incidents based on the specified filter. Note: If the From E-mail ID is not specified, then all the e-mails that flow into the configured mail box are considered for logging of an incident.
GENERAL CONDITIONS
Condition Type	Select the radio button to select All or Any condition.
User-Defined Key	Lists the configured templates. Select a template from the list.
Condition	Select an operator from the list.
Value	Type in a value for the user E-mail Template Fields.
icon	Click icon to add a new condition.
DEFAULT CONFIGURATION
Classification	Lists the various Classifications under which the incident can be considered for resolution. To select the Classification, click the Search icon. The Classification list window is displayed. You can use the Expand icon to view the sub-Classifications in the Classification tree. Select a Classification that you want to associate for the incident.
Category	Lists the various Categories under which the incident can be considered for resolution. To select the Category, click the Search icon. The Category list window is displayed. You can use the Expand icon to view the sub-Categories in the Categories tree. Select a Category that you want to associate for the incident.
Workgroup	Lists the configured Workgroups. Select a workgroup from the list.
Priority	Lists the Priority options defined for a Tenant. Select an Priority option from the list to indicate the level of Priority for an incident.
Urgency	Lists the Urgency levels defined for a Tenant. Select an Urgency level from the list box to indicate the Urgency level of an incident.
Impact	Lists the Impacts defined for a Tenant. Select a Impact option from the list box to indicate the Impact for an incident.
Symptom	Type in the details about the symptoms that led to open an incident.
Description	Type in the brief description of the incident.
FIELD MAPPING	Allows you to map the Templates with Fields on New Incident page. It is mandatory to map Fields on New Incident page (Symptom and Description) with the Templates. User-Defined Key: List the System Configured Templates and the custom Templates. Select a Template from the list. Field Value (Optional): Type in the value for the selected Template. Fields on New Incident page: List the IM mandatory fields and the custom fields. Select a field from the list to map it with the selected Template in the Template list. Field Value (Optional): Type in the value for the IM key. Click the icon to add the mapping rule. The added mapping rules are displayed in the tabular form below the Mapping section. If you want to delete any of the mapped rules, click the Delete icon. While mapping the Templates with Fields on New Incident page, the following scenarios are supported: If you specify both Template and the Fields on New Incident page value, without specifying the mapping values, then the Template value will be the value for Fields on New Incident page. If you specify the Configured E-mail Template along with the Value and the Fields on New Incident page without the Value, then the both user-defined key value and mapped Value are appended, and it will become the value for the Fields on New Incident page. If you specify the Configured E-mail Template along with the Value and the Fields on New Incident page along with the Value, then the application searches for the Configured E-mail Template value and copies that complete key value and it will become the value for Fields on New Incident page. If you map two different Configured E-mail Templates with a single Fields on New Incident page value, then the two Configured E-mail Template are appended and that appended value will become the value for Fields on New Incident page. If you map two different Configured E-mail Templates along with the values, with a single Fields on New Incident page, then the two Configured E-mail Templates and values are appended and that appended value will become the value for the single Fields on New Incident page.
CI DOWN CONDITION
Condition Type	Select the radio button to select All or Any condition.
User-Defined Key	Lists the configured templates. Select a template from the list.
Condition	Select an operator from the list.
Value	Type in a value for the user E-mail Template Fields.
icon	Click icon to add a new condition.

For Call Record

If the module is selected as Call Record, following fields are displayed.

Figure: Notification Parser - Create tab for Call Record

Field	Description
Workgroup	Select the Workgroup from the drop-down list. The Call Record is created under the selected Workgroup.
Mailbox	Lists the configured mailboxes under Exchange and Pop-3 Server types. Select a mailbox name from the list.
Type	Select the Call Type from the list. The Call Record is created in the selected Call Type when the e-mail is received from the configured mailbox. The Call Records can be created only as Enquiry.
From E-mail ID	Type in the E-mail ID from which the inflow of e-mails needs to be converted into Call Records based on the specified filter. Note: If the From E-mail ID is not specified, then all the e-mails that flow into the configured mail box are considered for logging of an incident.

UPDATE Tab

Figure: NOTIFICATION PARSER - UPDATE tab

You can fill in the following details under the UPDATE tab:

Field	Description
DETAILS
Allow End User to Update Incident	If selected, the end user will be able to update or make changes to the Incident.
Allow Analyst to Update Incident	Select an Incident update type from the drop-down list.
Allow External Source to Update Incident Private Log	If selected, the Incident Private Log information can be updated by an external source. Any user not registered in SummitAI application is an external source.
Allow Requester to Update Incident	If selected, the Requester can update the Service Request.
Allow Analyst to Update Service Request	Select a SR Update type from the drop-down list.
Enable Incident/ SR/ CR Update Based on E-mail Subject	If selected, the Incident/ Service Request/ Change Request details are auto updated if the e-mail subject contains the Incident/SR/CR ID. If there is no Incident ID in the e-mail subject, a new Incident is created.
EXCLUDE USERS TO UPDATE INCIDENT
Email ID	Type in the Email ID to exclude the user to Update Incident.
icon	Click icon to add the Email ID in the list.
CONDITIONS FOR RESOLUTION
Enable Auto-Resolution of External Tickets	If selected, Auto-Resolution of External Ticket becomes active.
Condition Type	Select the radio button to select All or Any condition.
User-Defined Key	Lists the configured templates. Select a template from the list.
Condition	Select an operator from the list.
Value	Type in a value for the user E-mail Template Fields.
icon	Click icon to add a new condition.
Workgroup	Select a Workgroup from the list.
Analyst	To select the Analyst, click the Search icon. The Analyst list window is displayed. Type in the Analyst Name and select a Analyst that you want to associate for the incident.
Classification	Lists the various Classifications under which the incident can be considered for resolution. To select the Classification, click the Search icon. The Classification list window is displayed. You can use the Expand icon to view the sub-Classifications in the Classification tree. Select a Classification that you want to associate for the incident.
Category	Lists the various Categories under which the incident can be considered for resolution. To select the Category, click the Search icon. The Category list window is displayed. You can use the Expand icon to view the sub-Categories in the Categories tree. Select a Category that you want to associate for the incident.
Urgency	Lists the Urgency levels defined for a Tenant. Select an Urgency level from the list box to indicate the Urgency level of an incident.
Impact	Lists the Impacts defined for a Tenant. Select a Impact option from the list box to indicate the Impact for an incident.
Priority	Lists the Priority options defined for a Tenant. Select an Priority option from the list to indicate the level of Priority for an incident.
SLA	Select a SLA from the list.
Closure Code	Select a Closure Code from the list.

APPROVE Tab

Figure: APPROVE tab

Under the APPROVE tab, you can configure the approval details.

Field	Description
Enable SR Approver by E-mail	Select this check box to enable SR approver.
Enable CR Approver by E-mail	Select this check box to enable CR approver.
Enable Procurement Approval by E-mail	Select the Procurement request from the drop-down list to enable approval or rejection through e-mail.
Enable Asset Approval by E-mail	Select the Enable Asset Approval by E-mail as Asset Allocation. This helps the user to accept or reject the Asset Allocation through E-mail.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the MAIL PARSER page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Notification Parser details for the selected Tenant.

NOTIFICATION PARSER page: List of Notification Parsers
Figure: NOTIFICATION PARSER page: List of Notification Parsers

To edit Notification Parsers, click the Rule Name. Make appropriate changes and click SUBMIT.
To display inactive Notification Parsers, click the Include Inactive check box.

Note:

When the Notification Parser details are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Notification Parser.

MAIL FORMAT

Click MAIL FORMAT to view the sample e-mail content. The user-defined keys and user-defined key values are displayed as Keys Availability and Preview, respectively, under the Sample e-mail Content. If the defined user-defined key is not available, the key is marked in red color.

MAIL FORMAT page
Figure: MAIL FORMAT page

MAILBOX

If you click MAILBOX, you are redirected to MAILBOX configuration page. For more information about the MAILBOX page, see Configuring Mailbox.