Creating tickets via email
If incoming email is configured for your system, both agents and customers can submit tickets without logging in to FootPrints. When you send your ticket information in an email to a FootPrints email account, it is processed as if it had been submitted via the web.
In the new ticket, the subject of the email becomes the Title and the body of the email becomes the Description. Include only the fields that are required for the workspace. Often, the only required fields are Title and Description. The system uses your email address to identify you as the Submitter and links any related contact information stored in FootPrints to your ticket. CC addressees also become part of the ticket.
While configuring your incoming email for workspaces, you can customize the settings to fill out the From and Cc fields automatically, as required. For more information, see Configuring-incoming-email-for-workspaces.
You can include information for other fields by sending the field name and field value in the format fieldName=value. If you send an invalid field value, you receive an error message. If you send an invalid field name, system adds the fieldName=value statement to the Description field. The system also adds any other text that it cannot identify as field-related information. If you are not sure whether other field information is needed, check with your Administrator.
If you need to submit a ticket for another user, include an extra line in the body of the email that includes the name of the correct submitter in the format sender=jsmith@widget.com. The sender's email address is entered as the Submitter instead of your email address.
Email processing (2020 Release 03)
When you create a ticket in an email, if the content type is MIME-Type, the information in the email is processed as follows:
Header MIME-Type | Information processed by FootPrints |
|---|---|
Plain text message without attachments | Message is processed as plain text. |
Plain text message with attachments (Multipart/mixed attachments) | Message is processed as plain text with attachments. |
Message that contain Text/HTML and Multipart/Alternative (without attachments) | Message is processed as HTML text. The valid HTML tags are processed. Invalid HTML tags are stripped. |
Message that contain Text/HTML and Multipart/Alternative (with Multipart/mixed attachments) | Message is treated as HTML text with attachments. The product strips the invalid tags and processes the valid tags. |
Depending on the type of message text, the messages are processed as follows:
Message type | Information processed by FootPrints |
|---|---|
Plain text message | The Field displays the text as it is, whether or not the Field processes the HTML tags. |
Rich text message | If the Field can process the HTML tags, the Field displays the processed HTML text. If the Field cannot process the HTML tags, the Field displays the plain text and the tags are removed. |
For Rich text messages, only the following tags are supported:
Whitelisted tag | Attribute |
|---|---|
a | href, title |
blockquote, q | cite |
col, span, colgroup | width |
img | align, alt, height, src, title, width |
ol | start, type |
table | summary, width |
td, th | abbr, axis, colspan, rowspan, width |
ul | type |
div, span | style |
To submit a ticket via email
- Create a new message in your email application.
- Select the email address provided by your Administrator for submitting tickets to FootPrints.
- In the Subject field, type a brief explanation of your request or issue.
This explanation becomes the Title of your ticket. - In the body of the email message, perform these steps:
- Provide details to help the responding agent understand your request.
This information becomes the Description of your ticket. - To submit a ticket for another user, include a line in the body of the email that includes the other user's email address in format: sender=jsmith@widget.com.
- Provide any additional required information in format: fieldName=value.
For example, type Priority=1 to set the new ticket to the highest priority or type Global=Yes to identify the ticket as a Global Ticket.
- Provide details to help the responding agent understand your request.
- Send the email.
You are notified when your ticket is created and when pertinent updates occur.