Configuring Notification Parser

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
18 min read

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:

  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. 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.

Note:

If Notification Parser is configured, add the .eml and .msg extensions in the Valid Attachments Extensions field in the APPLICATION SETTINGS page. For more information, see Configuring Application Settings

  • .eml- if included, the mail/notification parser attaches the source e-mail as an attachment under the Attachments section of the respective Incident.
  • .msg - if included, the mail/notification parser attaches e-mails/attachments attached within the e-mail under the Attachments section of the respective Incident.

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 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.

plusiconicon

Click the  plusicon 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.

Plusiconicon

Click Plusicon 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.

The categories which are mapped to the customers as per the Category configuration are displayed as highlighted on the Category Pop-up page as shown in the following screenshot:


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. Now, the user is allowed to  configure any field under User-Defined Key and for any specific field under Fields on New Incident page. 

  • User-Defined Key: List the System Configured Templates and the custom Templates. Select a Template from the list. 
    Note: Caller/From Email cannot be similar to To address/Mailbox address.

  • Condition: List the operators for conditional mapping. Available options are as following:
    • As-Is
    • Contains 
    • Equals
    • Does not contain
    • Not Equals (!=)

Note:

    • The above mentioned Operators are applicable to all options available in the Fields on New Incident page drop-down list. (For Example: Priority, Workgroup etc.)
    • As Is operator will not have any logical condition applied. This operator is available only for Subject and Body User Defined Keys. Also, if Operator is selected as As-Is, Field Value text boxes will be greyed out.

  • Field Value 

    Specify the field value for the selected operator and user-key.

  • 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.

    Select caller from the drop-down list of Fields on New Incident page to have an option to set up a caller in parser and based on the configured conditions under User Defined Keys, Operator and Field Value, the caller will be mapped and changed.

    Note:
    • On Incident Details page, for Symptom and Description it will not take parser configuration, it will append information in Symptom and Description.

  • Field Value : Type in the value for the IM key.

Click the Plusicon 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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.

You can prioritize or sort the order of the configured conditions as per your requirement by dragging the specific rows and click Submit to save it. The top most row condition will be checked first. If this condition is not met then the second row condition will be checked and so-on.

If none of the conditions are met, then the incident will take the sender's email address as the actual caller.

For example, below is the Caller Mapping configuration.

S.NoUser Defined KeyOperator Field ValueField on New Incident PageField Value
1From Emailequals user1@acme.comcallerCaller2
2Subject contains ticketcaller Caller1
3Body containsuser3@acme.comcallerCaller3

System will look for the first condition and if the first condition is met, then the caller will be mapped as Caller2.

If the first condition is not met, then the system will look for the second condition. If second condition is met, caller will be mapped as Caller1, and so-on.

Scenario - Reply E-mails

Communications tab for an incident on Incident Details page will be updated based on the mapping done at Fields Mapping section.

For example, below is the one of the configuration of Field Mapping section.

User Defined KeyOperatorField ValueFields on New Incident PageField Value
From E-mailEquals ToUser1@acme.comcallerCaller1@acme.com

As per the above configurations, on incident details page, caller will be displayed as Caller1 and Logged by will be displayed as User1. Following are the different scenarios of updating a ticket under the Communication tab.

  • If User1 is replying to the e-mail, then ticket will be updated and Caller1 will be displayed under Communication tab.
  • If Caller1 is replying to the e-mail, then ticket will be updated and Caller1 will be displayed under Communication tab.
  • If User2 (in CC) is replying to the e-mail, then ticket will be updated and User2 will be displayed under Communication tab.
  • If User1 has forwarded the email to User3 and User3 is replying the email, then the ticket will be updated and User3 will be displayed under Communication tab. 


Scenario - Receiving Monitoring E-mails

For Example : Lets say below are the caller condition mapping configurations.

S No.User Defined KeyOperatorField ValueFields on New Incident PageField Value
1From E-mailequals user1@acme.comcallerCaller1
2To E-mailequals mailbox1@acme.comcallerCaller2
3To E-mailequals mailbox2@acme.comcallerCaller3
4To E-mailequals mailbox3@acme.comcallerCaller4


  • For the first configuration, if all of the e-mails sent from the user1@acme.com an incident will be logged with caller name as Caller1.
  • For the second configuration, if any monitoring e-mail is sent to the mailbox1@acme.com an incident will be logged with caller name as Caller2.
  • For the third configuration, if all of the e-mails sent to the mailbox2@acme.com an incident will be logged with caller name as Caller3.
  • For the fourth configuration, if all of the e-mails sent to the mailbox3@acme.com an incident will be logged with caller name as Caller4.
  • It will help the user to differentiate the monitoring e-mails which are sent to different email addresses but generated from same e-mail.


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.

Plusiconicon

Click Plusicon icon to add a new condition.

For Call Record

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

Notification Parser - Create tab for Call Record
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

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 PR Approver by E-mailSelect this check box to enable PR 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.

Mail Parser Troubleshooting 

A new addition to the Notification Parser list page action panel is the Troubleshooting icon. This Troubleshooting option will help the Admin view the data related to the mails that were parsed such as which mailbox was used for the incoming mails, what all rules got applied, and which rule was considered for parsing the mail.  All these details are displayed in this new option. These details can also be extracted to an excel for future reference.   


Salient Features  

  • Enhanced Troubleshooting Options.  
  • Ability to view Mail Logs in Grid View. 
  • Enhanced Filtering in Mail Logs.
  • Ability to View & Expand Rule Details. 

 

To view the Troubleshooting option in the Notifications Parser List Page, perform the following steps:   

 

  1. Navigate to Admin > Advanced > Notifications > Notification Parser > Select the desired Tenant.
    The notification Parser LIST page will be displayed.
  2. Under ACTIONS, click TROUBLESHOOT to open the Mail Logs page. 

     
    Figure: Notification Parser Troubleshoot Option.

    The Mail Logs pop-up will be displayed when the TROUBLESHOOT option is clicked.


    Figure: Mail Logs Page 

    • The popup provides the details of all the mails that were parsed using which mailbox and what parser rules were used for them to be parsed.  

     

    • These details can be viewed with further drill down in the popup. 

    Field Description 

    The following table describes the fields on the Mail Logs page. 


    Field 

    Description 

    Details 

     

    Filters 

    You can filter out the mail logs based on the mail parameters such as From, To & CC mail ids, Mail Subject, Body, Sent Time, Rule Name, etc using the Filters option. 

    The emails can be filtered based on three filter options namely, 

    • Fields 

    The parameters or attributes that can be selected in the Field dropdown are: 

    • From Mail ID: To filter using the sender’s email ID.  
    • To Mail ID: To filter using the receiver’s email ID.  
    • CC Mail ID: To filter using email IDs in the cc list.  
    • Mail Subject: To filter using the email subject.  
    • Mail Body: To filter using text in the email body.   
    • Sent Time: To filter using Sent Time.  
    • Rule Name: To filter using Rule Name.  
    • Type: To filter by Type.  
    • Execution Order: To filter by the Execution Order.  

      

    • Operator   

    The second function under Filters is to select the Operator for the field attribute. The values of the operator dropdown will be based on the selected Field attributes or parameters. 

    • If From, To, or CC mail Ids are selected as the field attributes then the operator value will be mostly Equal To, Not Equal To, Contains, does not Contains, etc.  
    • If the field attribute is Sent Time, then the values of the operator will be Equal To, Not Equal To, In Between, etc. 
       
    • Values 

     

    The Values field will be a dropdown or textbox, or text area based on the selected Field parameter and the Operator. 

     

    • If Mail Subject or Body is selected as a parameter, then the Values filed will be a textbox where one can enter the desired characters.  

     

    • If the selected parameter is Sent Time, then the Value field will become a Calendar control where one can select the Date and Time of the mail logs. 

     

    Add Filter 

    You can add multiple filters by clicking the Add Filter icon (+) present in the Filters option. 

    • A mail log can be filtered using multiple different filters.  
    • Clicking the add icon will add another layer of the filter.  

     
    Figure: Add Filter 

    Delete Filter 

    You can delete any added filters by clicking the Delete Filter icon (-) present in the filter option.  

    • If multiple layers of filters can be added, then all the added filter layers can also be deleted.  
    • To delete an added layer of filter just click the Delete Icon (-) present for each filter layer.  
    • The first filter layer cannot be deleted by default. 
       

    Apply Filter 

    For the system to display the mail logs based on the entered filter the Apply Filter button should be clicked.  

    • This button will be active only if a minimum of one filter is added.  
    • Once the button is activated click it to view the result in the grid below the filter section.  
    • The filter will display the appropriate logs based on the provided filters.  
    • If the system does not find any matching mail logs, then the system will display a “no results found” message. 

     
     

     

     

    Mail Log Grid View 

     

    The Mail Log pop-up is opened when the Troubleshoot option is clicked from the Actions panel. This pop-up displays a list of mail logs in a grid or tabular format. The details of the mail logs are captured under each column in the grid.  

    The maximum number of rows in the grid can be limited to 15 per page post which pagination kicks in. The Grid should be in a certain format to capture all the details.  

    The Grid is divided into two divisions namely:
      

    • Mail Details  


    • Rule Details 

     

    The Mail Details provides information about the mails that were received by the system.   

    The Rule Details provide the information of the Rule which got applied to the mail to be parsed successfully. 


    Figure: Mail Log Grid View. 

    Field Description 

    The following table describes the fields on the Mail Log Grid View. 

    Field 

    Description 

    Details 

    From Mail ID 

    The mail id of the incoming mail or the received mail which got successfully parsed.  

    To Mail ID (Mailbox) 

    The mail id will be that of the Mailbox to which the incoming mail went to.  

    CC Mail IDs 

    All the mail ids which were part of CC in the received mails are captured here.  

    Mail Subject  

    The subject of the received mail are displayed in this column.  

    Mail Body  

    This column will display the body of the received email.  

    • The body of the mail is displayed until the character limit for the column is reached. 
    • There is a hyperlink named more in the body column. Clicking on the hyperlink will further drill down to view the entire mail details.   

    Sent Time 

    • This column will display the date and time of the incoming mail.  
    • The date and time will be the mail received time or the mail sent time. 

    Rule Name 

    The name of the parser rule which was used to successfully parse the mail is displayed in this column alongside each mail.  

    Type 

    The name of the module for which the parser got applied is mentioned here. 

    Execution Order  

    The execution order of the parser which got applied to successfully parse the mail is captured under this column.  

    Rule Processing Sequence  

    • This column consists of hyperlinks to further drill down to view the parser details. 
    • Click the hyperlink present in the Rule Processing Sequence column to view all the Parser Rules which was selected for the received mail.  

     

    Figure: Rule Body 

    The drill-down page will have details such as: 

    S. No 

    Serial Number 

    Parser Rule Name 

    This column displays the name of the rules which got picked for the mail.  

    Execution Order 

    This column displays the execution order of each parser rule.  

    Status 

    • The system displays the status of the parser rule under this column for each parser. 
    • The parser which got picked up but didn’t parse a mail then the status of that parser rule will be “Failed”. 
    • The parser rule which parsed the mail will have the status as “Success”. 

    Remarks 

    • This column will display the remarks based on the status of the parser rules. 
    • If the rule failed, then the remarks will be “Condition not met”. 
    • If the rule was success, then the remarks will be “Record created successfully”. 

     

    Search 

    A Search Bar is present above the Grid view which can be used to search for any details present in the grid. The searched character will be highlighted and will be displayed in the grid:  

    Export to Excel 

    Export to Excel option is provided to view the details of the Parser Rule grid captured in an excel sheet. When clicked a dropdown will display two options to export the excel such as: 

    • Export All: If Export All is clicked the system will download the entire grid across all the pages to an excel sheet. 
    • Export Page: If Export Page is clicked, then the system will only download the details of the grid in the current page to the excel sheet. 

     

     

    Sort Filter 

    To sort the mails in the mail logs grid based on latest and by oldest, click the Sort Filter icon.  

    Clicking the Sort icon will filter the mails based on date such as: 

    • New to Old 
    • Old to New 

    Search 

    A Search Bar is present above the Grid view in the Mail Log pop-up page which can be used to search for any details present in the grid.  

     

    The searched character will be highlighted and will be displayed in the grid highlighted in yellow. 

     
    Figure: Search bar. 

    Export to Excel 

    Export to Excel option is provided in the Mail Log popup page to view all the mail log grid details captured in an excel sheet. When clicked a dropdown will display two options to export the excel such as: 

    • Export All: If Export All is clicked the system will download all the entire grid across all the pages to a excel sheet.  

     

    • Export Page: If Export Page is clicked, then the system will only download the details of the grid in the current page to the excel sheet. 

     

    Figure: Export to Excel 

    Close 

    A Close button is present at the bottom of the Mail Logs popup page. If the Close button is clicked, then the Mail Logs popup page will be closed. 

     


 


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.


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.