Configuring Notification Parser to Create Service Request

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Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment

Prerequisites

Ensure that you have configured the Mailbox before you configure the Notification Parser. For more information about configuring Mailbox, refer Configuring Mailbox.

After configuring the Mailbox, configure the Notification Parser so that Service Request can be automatically logged from the Email sent. Notification Parser is where you need configure the Parsing Keys, Conditions, and Field Mapping.

To configure Notification Parser:

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


    Figure: NOTIFICATION PARSER page
  3. Select the Tenant and fill in the required details. 
    1. Fill in the other required details under CREATE Tab.
    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 as 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 attachments in Kilo Bytes (KB), to be included in the Service Requests > Attachments.

Allow Domains

Specify the domain names for which the request-related-e-mails are generated as a service request.

Restricted E-mail IDs

Specify the restricted e-mail ids for which the service request(s) 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.

Folder Name If you have selected ‘Move to Folder’ option then you need to specify the Folder Name in this field. 

Enable CI Correlation

For Email to SR creation, enable the CI Correlation check box. If selected, the CI Correlation configuration becomes active.

Active

If selected, the Notification Parser configuration becomes active.

Order Number 

By default, the order number is blank. Notification Parser Rules can be assigned an order number. The order number is the deciding factor when email matches 2 rules. Rule with lower order number is processed first and given precedence over rules with higher order number. 

Configuring Order Number

Each parsing rule created can be assigned an order number. When an email matches the conditions defined in two rules then Order number decides which Rule must be used for processing the Email.

Highest priority is given to rules with lowest order number when multiple rules are matched. For example, order number is assigned as:

  • Rule A assigned Order Number 1 for Service Catalog ‘Windows’
  • Rule B assigned Order Number 2 for Service Catalog ‘Linux’
  • Rule C assigned Order Number 3 for Service Catalog ‘MAC’

An email is sent with Subject ‘Install Operating System’ that matches all the above 3 Rules. The Order Number of Rule A is the lowest, hence Rule A is given highest priority to process the Email for Service Catalog ‘Windows’.

If the email matches two rules with same Order Number or Order Number is not specified then the Rules will be executed based on maximum match and based on which rule was created or updated first in the system.

Configuring Parsing Keys

To define the Parsing Conditions, you first need to define the Parsing Keys. By default, there are four system defined Parsing Keys such as: Subject, Description, From Email ID, and To Email ID.

Field Description

FieldDescription

Parsing Type

Lists the configured e-mail types:

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.

Let us consider the below email:

Mail Content: 

Dear User,

Need SharePoint shared folder access.

Priority: P1 request

Regards,
User

By Line

In the above email if we want to extract the word ‘P1’ after the colon and map it to Priority,

  • Select By Line
  • Configure Line 3
  • Create User Defined Key as ‘Priority’

By Free Form

In the above email, if we want to extract the word ‘P1’ and map it to Priority.

  • Select Free Form
  • Select Predecessor Word ‘Priority:’
  • Select Successor Word ‘request’
  • Create User Defined Key called ‘Priority’
  • So the word between these will be extracted

Delete icon

Click the Delete icon to delete the templates Keys.

Add icon plusicon

Click the  plusicon icon to  add a new templates.

Configuring Parsing Conditions

The logic to identity which email should be converted to an SR is defined using the Parsing Conditions. New option 'Log Service Request' is introduced from Denali SP3 Release onwards in the Module drop-down for creating SRs via Email. A Parsing condition is defined using a combination of Keys, Condition, Value, and mapping it to a simple Service Catalog that does not have any custom attributes or mandatory fields.

 CREATE Tab

To define the Parsing Conditions, perform the following steps:

  1. Enter the field values as described in below field description to define the Email Parser rule for creating a Service Request.
  2. Click Submit to define the Email Parser Rule.

    Figure: Parsing Conditions

Field Description

Field Description
ModuleA new option ‘Log Service Request’ is introduced in the Module drop-down from DENALI SP3 Release onwards. For creating a Service Request, select ‘Log Service Request’ from the Module drop-down.
MailboxSelect the Mailbox from the drop-down for which Service Request has to be created.
From Email IDType in the ‘From Email ID’ from which the inflow of emails has to be converted into Service Requests.
GENERAL CONFIGURATION
User-Defined Key

Select the key for which you want to define the conditions for Emails sent and convert the mapped conditions to a Service Request. By default, four User-Defined keys such as: Subject, Body, From Email, and To Email are displayed. You need to mandatorily configure the Subject as one of the conditions.

Operator

The Operator field is where you specify how you want to match the Keys in the Emails received. The Possible values for Operator are: Contains, Does not contain, Starts with, Ends with, Equals, Not Equals, Greater Than, and Less Than.

ValueType in the value for the User Defined Key.
Display Rule to UserSelect ‘Display Rule to User’ if you want to show the selected Rule to the End user on the New Service Request page.

Add Condition Icon 

Click the  icon to add the configured condition.   

Delete Condition Icon 

Click the  icon to delete the condition.

Service CatalogSelect the Service Catalogs for which you want to specifically convert Emails to Service Request. Only basic Service Catalogs that do not have any mandatory custom attributes are displayed.

Add 

Click the Add icon  to add the parsing logic.

Delete 

Click the Delete icon  to delete the parsing logic that is already added.

Field Description - After adding Parsing Logic
Condition

Indicates the OR AND conditions that are selected for adding multiple conditions. You have an option to add multiple conditions in the same Rule.

As given in below example, the conditions will match Emails sent with Subject containing DL OR Distribution List AND not containing ‘Issue’ for a Service Catalog ‘Skip Approval’ it will create a Service Request.

  • Subject contains DL
    OR
  • Subject contains Distribution List
    AND
  • Subject Does not contain ‘Issue’
Service Catalog ‘Skip Approval’
User Defined KeysIndicates the User Defined Keys such as Subject, Body, From Email or To Email.
OperatorDisplays the Operator selected such as ‘Contains’, Does Not Contain’ etc used for defining the Rule.
ValueDisplays the value selected for the User-Defined-Keys.
Service CatalogIndicates the Service Catalog for which the Rule is defined with a link. Click the Service Catalog name link to edit the Service Catalog conditions.

Delete 

Click the Delete icon if you want to delete the already defined Service Catalog and its conditions.

Use Case 1

In ‘Precise Metric’ company, the HR send emails to a specific mailbox, where the SummitAI Notification Parser is configured. The Business Logic that HR expect is as follows:

If the Email Subject Contains the word ‘HR Services’ and the Email Body contains the word ‘User Onboarding’, then log a Service Request under ‘Onboarding’ Service Catalog.

The HR can simply send an email to mailbox and not login to SummitAI to create a request every time.

SummitAI currently supports only those Service Catalogs which do not have mandatory custom attributes.

To configure the above use case:

  1. Configure the Mailbox.
  2. Configure Parsing Keys.
    1. Select the Module as ‘Log Service Request’.
    2. Select the Mailbox to which email will be sent.
  3. Configure General Conditions:
    1. Select ‘User-Defined Key’ as Subject, Operator ‘Contains’ Value as ‘HR Services’.
    2. Click Add.
    3. Select condition as ‘OR’
    4. Select ‘User-Defined Key’ as Body, Operator ‘Contains’ Value as ‘User Onboarding’.
    5. Select Service Catalog as ‘Onboarding’.
  4. Configure Field Mapping:
    1. Perform the Field Mapping of Subject with Symptom and Body with Description.
    2. Click Add.
  5. Click Submit.

Use Case 2

In ‘Precise Metric’ company, if the email subject contains the word ‘DL’ and the email subject doesn’t contain the word ‘Issue’ and the email body contains the word ‘DL Creation’, then the request should be logged under ‘Create DL’ Catalog.

To configure the above use case:

  1. Configure the Mailbox.
  2. Configure Parsing Keys:
    1. Select the Module as ‘Log Service Request’.
    2. Select the Mailbox to which email will be sent.
  3. Configure General Conditions:
    1. Select ‘User-Defined Key’ as Subject, Operator ‘Contains’ Value as ‘DL’.
    2. Click Add.
    3. Select condition as 'AND'.
    4. Select ‘User-Defined Key’ as Subject, Operator ‘Does not Contain’ Value as ‘Issue’.
    5. Click Add.
    6. Select ‘User-Defined Key’ as Body, Operator ‘Contains’ Value as ‘DL Creation’
    7. Select Service Catalog as ‘Create DL’.
  4. Configure Field Mapping:
    1. Perform the Field Mapping of Subject with Symptom and Body with Description.
    2. Click Add.
  5. Click Submit.

Edit Condition

To edit an already defined condition:

  1. Click the Service Catalog link for which you want to update the Conditions.
    The Conditions will be displayed in the General Conditions.
  2. Perform the necessary changes for already defined conditions.
  3. Click the Add icon .
    The edited condition is displayed along with the Service Catalog name.

Delete Condition

To delete a condition:

  1. Click the Delete icon for the condition you want to delete.
    A confirmation message is displayed.
  2. Click OK to delete the condition.

Configuring Field Mapping

Field Mapping is used to map the fields in the email to a Service Request. To convert an email to an SR, it is essential to convert key items of an email to SR. For example, you can map subject of an email comprising the word ‘DL’ to an SR Field ‘Symptom’.

If an email does not contain a Subject then it is not converted to an SR.

To configure field mapping:

  1. Select below attributes related to Email:
    1. Click User Defined Key and select the user-defined keys that you have defined for example Priority 'P1' as mentioned in the previous section. These you can map to the standard SR fields such as: ‘SR Subject’, ‘SR Description’, ‘Workgroup’, ‘Priority’, ‘Impact’, and ‘Urgency’.
    2. (Optional) You can specify a Field Value of email that you want to convert to SR Field Value selected such as Critical, Major, or Minor.
  2. Select below attributes related to SR:
    1. Click Fields on New Service Request Page and select the SR field to which you want to map the Email field. For example, select Symptom* from the list to map it to the Subject field of Email. It is mandatory to map Subject to Symptom* field.
    2. (Optional) If you have specified Field value in email, you can map it with Critical, Major, Minor fields of SR.
  3. Click the Add icon .
    The newly added field mapping is displayed in the grid.
 UPDATE Tab

NOTIFICATION PARSER - 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.

Plusiconicon

Click Plusicon 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.

Plusiconicon

Click Plusicon 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-mailSelect 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. The Notification Parser List page is updated with new columns as shown in the following figure. The new columns added in DENALI SP3 are: Actions, Updated By, Last Updated Time, and Order Number.


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. Click DISPLAY RULES to view the list of notification parser rules configured along with a link to send a Broadcast email to End Users.

Appendix - Email to SR creation Scenarios

Scenario-1 – Mailbox is configured for Service Request  

A mailbox is configured for Service Request. User has access to a Service Catalog (‘Laptop Request’).

An end user sends an email with Subject ‘Laptop Request’ to the configured ‘from’ email id of the mailbox. User adds 2 attachments to the email matching the Notification Parser rule condition. As a result, a Service Request is created with ‘Symptom’ as ‘Laptop Request’ and ‘Description’ with the email ‘Body’. The 2 attachments added by user in the email along with the email content itself (total – 3 attachments) are added in the Service Requests > Attachments.

Following are exception scenarios that take a different route and do not create a Service Request.

Scenario-2 – Mailbox is configured for Service Request and Incident

A mailbox is configured for both incident and SR Rules. User does not have access to a Service Catalog (‘HR Application Access’).

An end user sends an email with Subject ‘HR Application Access’ to the ‘from’ email id of the mailbox. The email matches the configured condition. However, as an end user does not have access to that Service Catalog, it creates an Incident instead of a Service Request.

Scenario-3 - Mailbox is configured only for Service Request 

A mailbox is configured only for SR Rules. User does not have access to a Service Catalog (‘HR Application Access’).

An end user sends an email with Subject ‘HR Application Access’ to the ‘from’ email id of the mailbox. The email matches the configured condition. As end user does not have access to that Service Catalog, the system will send an acknowledgement email to the end user mentioning that the end user does not have access to that Service Catalog. In this scenario the Mailbox is not configured for Incident.