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:
- E-mails are automatically converted into Incidents.
- After the successful logging of an Incident, the corresponding e-mail is deleted from the inbox.
- 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.
- 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.
- 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.
- 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.