E-mail Parsing

You can configure the E-mail Parsing so that incidents are automatically logged for the e-mails received from a configured 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. Using this option, you can create one or multiple rules for a Tenant. You can also configure the following:

• Settings for each rule to convert the e-mail content as Line form by defining the line delimiter and key delimiter or as Free-form by defining the user-defined keys and values for the e-mail to parse as an Incident. For the configured user-defined keys, you can specify filter conditions, which validate the content of the e-mail to parse as an Incident.
• Default value settings for an incident, such as Classification, Category, Urgency, Impact, Priority, Symptom, and Description for a Tenant. You can configure to map the e-mail content with the Incident Management Keys (Symptoms, Description) to log an Incident from an e-mail.

For example:

Map the e-mail subject to an Incident symptom, e-mail body content to Incident description, with or without a key delimiter, and so on.

The following process occurs after validating the configured e-mail parser settings:

1. E-mails are automatically converted into Incidents.
2. After the successful logging of an Incident, the corresponding e-mail is deleted from the inbox.
3. Whenever an End User sends an e-mail to the IT Service Desk, and if that e-mail is parsed as Incident, an e-mail notification is sent to the End User and the End User’s default CC list members also.
4. If any of the members in the CC list replies to the mail or provides any updates to the incident, the details are appended to the same Incident description section.
5. The application validates the subject line content and appends the contents of all the mails having the same subject text into the Incident description section. The e-mail parsing functionality is enabled for both exchange and pop-3 servers.
6. After specifying the e-mail parsing configuration settings, the Administrator must enable the ‘e-mail Parsing’ job in the Custom Scheduler for activating the e-mail parsing functionality. It is mandatory to configure Mailbox (see: Configuring Mailbox) details before configuring E-mail Parser details. For more information about configuring e-mail parsing, see Configuring Notification Parser.