Configuring incoming email for workspaces

FootPrints enables agents and customers to submit new tickets, update existing tickets, and submit queries via emails.

Most incoming email options are defined by the system administrator. However, you must also configure how each workspace handles emails received by the system. This includes:

  • Who can create or update items?
  • Whether fields are optional or mandatory when an item is created?
  • Who can search?
  • Security settings
  • Email address filters

This topic describes the options that can be configured at the workspace level.

The following topics are provided:

Prerequisites

Before configuring an incoming email for a workspace, ensure that you have configured incoming email for the system.

You must have a default user created in the system to assign to incoming email. When a user with no sending email address is found in the system, the default user is used to create tickets via email. Ensure that the appropriate role and permissions are assigned to this Default User as they are used to process the email appropriately when no matching email address is found.

To configure incoming email for workspaces

  1. Click the Administration tab.

  2. In the System Management section, click Email Settings > Incoming Email (Workspace).
    The Workspace Incoming Email page appears.

  3. In the Creating/Editing Tickets from Incoming Email section:

    1. Click the pencil icon next to the ticket item that you want to modify.
      By default, all options are set to No for both customers and agents.
    2. In the Create fields, select whether customers, agents, or both can create this type of ticket.

      Note

      Besides enabling create via email, you need to set create permissions for the user.
    3. In the Require Mandatory Fields on Create field, select whether mandatory fields are always required, never required, or only required for agents.
      Options are Require for all, Require for agents only, and Optional for all. If you select to require mandatory fields, any ticket submitted via email that does not include them is not created. Instead, an error message is sent to the submitter.
    4. In the Edit fields, select whether any user, the customer associated with the ticket, or an agent can edit this type of ticket.

      Note

      The Edit for Anyone setting takes a priority over the Edit for Associated Customers and Edit for Agents settings. However, even if Edit for Anyone is set to Yes, if the permissions of the role of a user or the default email user does not allow them to edit, they cannot edit a ticket. For more information, see Permissions for editing a ticket via email message. Besides enabling edit via email, you need to set edit permissions for the user.

    5. (Optional) In the From Field and CC Field, select CC or Email Address, as required.

      Tip

      By configuring these two fields, you can track and save the email addresses in the From and CC fields of the emails. You can:
      - Execute rules for emails.
      - Link the ticket with the contact you want.

      Notes

      - You need to set edit user's permissions for From Field and CC Field.

      The field designated as the CC field populates all the email addresses in the CC and To part of the email. The CC field does not populate the FootPrints email address if it is in To part of the email.

    6. (Optional) In the Allowed to send search commands by email field, select whether customers and agents will be permitted to perform this action.
      For more information, see Retrieving information using email queries.
  4. (Optional) In the Security Settings section:
    1. To require that security codes be included in updates to tickets received by email, select Require security code to validate any update received by email.
      When this option is enabled, every notification mail and escalation mail has a code generated and added to the end of the email (example, FPCODEX5RGtwlYMiPzfz2n6zpY3kq21u4). Edits for tickets that arrive via incoming mail are rejected unless they contain the security code. There is a 7-day grace period after enabling this option, during which FootPrints accepts replies without the code. If you need a longer period of time for the transition period, contact Support for instructions.
    2. To allow your agents to submit tickets for other users by email, select Allow an agent to submit work items for another person by email.
      For more information, see Creating tickets via email.
    3. To define a default user ID for tickets created via email without an identified submitter, in the Default User field, select a customer account already defined in FootPrints.
      The rights associated with this user role are considered by the system when processing incoming requests and tickets. The Submitter field will be set with Email Request.
  5. (Optional) In the Email Address Filters section, do any of the following:
    1. To add a filter:
      1. Click Add.
        Filters for "Out of Office" and "On Vacation" are implemented at the system level by default. A blank row appears.
      2. In the Filtered Address field, enter the address that you want to block.
      3. In the Action field, select whether to block incoming email, accept email only from this address, or always accept email.
        Options are Do not accept from address, Accept only from address, Always accept from address. The Where Filter Applies field is read-only and indicates whether the filter applies for a particular workspace or for the entire system.
      4. Click Update.
    2. To edit a filter, click the pencil icon next to the filter. Modify the fields as needed and then click Update.
    3. To delete a filter, select the check box next to the filter and click Delete. A confirmation message appears. Click Yes.
  6. Click Save.

Permissions for editing a ticket via email message

This section provides information about the roles and permissions you can configure to enable a user to edit ticket via email message.

Best Practice

BMC recommends that you always assign a role to a user. If someone without a user account updates a ticket, it will use the role of the Default User in Incoming Email (Workspace) settings.
For more information see Troubleshooting errors when creating or updating a ticket by email.
The following table provides information about the permissions required to enable users to edit tickets via an email message:

 Case12345678
Setting: Incoming Email (Workspace)

Edit for Anyone

YesYesYesYesNo NoNoNo
Edit for Associated Customers or Agents
YesYesNoNoYesYesNo No
User's role

Does the role associated with the user account that is using the email address from which the email message is sent have the permission to edit the ticket?

Note: If the email address from which the email is sent is not used by any user account, the role of the Default User in Incoming Email (Workspace) settings is used to determine permissions.

YesNoYesNoYesNoYesNo

Do the settings allow user to update the ticket via email message?

YesNoYesNoYesNoNoNo

Next step

To test your configuration, you create a ticket and then create an email message to update it.

To test editing tickets via email message

  1. Click the Home tab.
  2. Click Actions > New and create a ticket.
  3. Make a note of the ticket number.
  4. Go to your email application.
  5. Create an email message addressed to the user account defined for incoming email.
  6. Enter "ticket=#" (where # represents the ticket that you just created) in the Subject line and some text in the body of the email.
  7. Send the email.
  8. If the address is found, the ticket is updated. If the address is not found, the system returns an error message.

Related topics

Email filters

Configuring email notification for workspaces

Configuring incoming email for your system

Configuring email notification for your system

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