Workspace incoming email preferences

Most incoming email options are defined by the System Administrator.  There are a few options that can be configured on a per Workspace basis by the Workspace Administrator.  They are found under Administration | Workspace | General | Mail Preferences | Incoming Email.

• Create Issues—Determine whether customers and/or agents can create new Issues via incoming email.
• Edit Issue Via Email—By default, only users associated with Issues and administrators can update Issues via email for a Workspace. This includes the assignees, the contact, and CCed users for the Issue. Alternatively, you can limit updates to only associated non-agent users (the contact and CCs). You can override the limitations by selecting Anyone can update any Issue via email for this option. Any user can then update an Issue via email for this Workspace. 
• Security Code—In a workspace where you do want your agents to be able to reply to issues, and you don’t want to take away meaningful functionality, the Security Code option adds an extra barrier to anyone trying to spoof an agent’s address. When enabled, every notification mail and escalation mail will have a code added to the end of the email (example, FPCODEX5RGtwlYMiPzfz2n6zpY3kq21u4). If this option is enabled, edits 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. This is to help ease the transition for someone who wants to enable it in a production system. If you need a longer period of time for the transition period, contact support for instructions. This option is disabled by default.
• Email Queries—These options provide a way for administrators to completely shut off incoming email functionality for agents and/or customers on a per workspace basis.
• Mandatory Fields for Incoming Email—By default, all users, including Agents, administrators, and customers, must include mandatory Workspace field data in incoming email submissions. Agents and administrators must include both internal and public mandatory Workspace field data, while customers must include public mandatory Workspace field data.

This option allows users to submit email to FootPrints without mandatory field data while still having to enter the data when submitting an Issue via the web interface.  In this way, customers are free to send free-form emails to FootPrints to submit a Request, but must still give more detailed data when filling out a Request via the Customer Self-service web interface.  There are three choices for this option:

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  • Mandatory fields are mandatory for everyone—This is the default.  Users must include mandatory Workspace field data (in the form fieldname=data or using the HTML-form) in all incoming email submissions.
  • Mandatory fields for agents, optional for customers—If this option is selected, internal (Agent and administrator) users are still required to include both public and internal mandatory field data when submitting an Issue via email, but customers can submit Requests via email with missing mandatory field data.  We recommend this option if you would like to make it easier for customers to submit their Requests via email, but require internal users to give more detail.  All users must still fill out mandatory fields when using the web interface.
  • Optional for everyone—All users, including Agents, administrators, and customers, can submit new Issues via free-form email to FootPrints without including any field data.  All users must still fill out mandatory fields when using the web interface.
• Auto Assign Agent—If enabled, an Agent responding to a new customer Request via email is assigned to that Request automatically.  This does not apply to Issues already assigned; it only applies to new Requests submitted by customers via email or via the Customer Self-service web interface.
• Change Sender—If allowed an incoming email can substitute a sender different than the actual sender of the email.
• Auto Select Status—The status of an Issue can be changed automatically when an Agent or customer responds to an Issue via email. There are four options:
  • Agent Response—Select the status that customer Requests should be changed to if an Agent responds via email.  This feature only applies if the Auto Assign Agent feature is enabled.
  • Auto Assign Status—The status of any Issue can be changed automatically when an Agent or customer responds to the Issue via email.
  • Customer Response—Select the status that Issues should be changed to automatically when the customer responds via incoming email. 
  • Responding to Closed Issues—Closed Issues can be handled separately from the Customer Response option above.  Customer responses to closed Issues can remain closed or can be changed to a different status.
• Field Permissions—Select which fields agents and customers can view and write via incoming mail.  Per-role advanced field permissions are not used for incoming mail.

After you have finished updating the Mail Preferences page, enter your password and click Save to activate the changes.