Mail Scanner

[mweaver]

Yes, to my understanding, and they way I do it. When I create an Organization I always also create a contact record for my main contact at that Organization. That contact's email address is the email address on the Org's record. Below is an excerpt from the CoreBOS Documentation::Mail Scanner section:

Quote:Rule criteria

Rule criteria are evaluated as follows:
From
Check for the input occurrence in the FROM field of the email
To
Check for the input occurrence in the TO field of the email
Subject
Compare the input with SUBJECT of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begins With, Not Begins With, Regex)
Body
Compare the input with BODY of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begins With, Not Begins With)
Match
All Condition – All the input conditions should evaluate as true to take Action

Any Condition – At least one condition should evaluate as true to take Action
Once a successful matching on an email occurs, the action will be applied on it as follows:
Create Ticket
Creates a new trouble ticket record with the following:
Title = SUBJECT of email
Description = BODY of email
Attachments of email will be linked to the trouble ticket record

Lookup is made for existing Contact/Account based on FROM field of email and ticket is associated to matching record (if found)
Update Ticket
Updates existing trouble ticket record with the following:
Comment = BODY of email

Lookup is made on existing trouble ticket based on FROM field of email and title or CRMID match. Preferable to select Regex as Subject and paste the following code in the text area
Ticket Id[^:]?: ([0-9]+)
Add to Contact[FROM]
Lookup is made for existing Contact based on FROM field of email. On success a new email record is created and is associated to matching record.
Add to Contact[TO]
Lookup is made for existing Contact based on TO field of email. On success a new email record is created and is associated to matching record.
Add to Account[FROM]
Lookup is made for existing Account based on FROM field of email. On success a new email record is created and is associated to matching record.
Add to Account[TO]
Lookup is made for existing Account based on TO field of email. On success a new email record is created and is associated to matching record.

The way I scan the mailbox to create new tickets is I look for something specific in the subject field: Service: If the scanner sees a message where the subject fields begins with Service: then it takes the subject field and message body and creates a new ticket, assigns it to me - that happens by default because I'm the only user in the system besides the admin - and even though I'm not telling it to, it would appear that Mail Scanner is also looking at the From field as well because if there is a contact record existing that matches up with the sender, then the ticket's related to field gets assigned to the contact.

Now, the way the above excerpt from the documentation reads, we can add more rules to the scanner so that it then also captures replies to the ticket notifications as long as when sent, the reply-to field gets replies back to the mailbox that mail scanner is monitoring. This is where I really started to appreciated the Global Variable module in C7. I've figured out how to use it. Thank you JOE!  To make sure replies to support ticket notifications get sent to the same mailbox mail scanner is monitoring I set the global variable HelpDesk_Support_Reply_EMail to be helpdesk@myciss.com which is the address my client and I can send emails to in order to create a support ticket in the system. By setting that Global Variable as I did, if and when they reply to a ticket update notification, as they often do, once I get the settings input, tested and corrected if necessary, the system should capture their reply (email message body), place it into the comments section of the support ticket and the ticket gets updated.

The rub here is, when I add a comment to a ticket I notice in the update notification that goes out, that the added comment goes to the bottom of the outgoing message. That follows Linux mailing list etiquette, but my feeling is that this is confusing to a normal user. My personal belief on this matter is that the newest information added to a ticket (comments) should appear at the top of the message with the date and time the comment was added. Either way, if client/consultant back and forth is captured in this way and the ticket is successfully updated each time, let time is spent updating the ticket and more time spent working on the issue. For me anyway...

I'm setting it up for testing as I write this post. I thought it worth adding that for my testing conditions of the rule I've set:
From and To fields are empty. I'm testing on the Subject field only at the moment.
Subject contains: Re: TT[0-9]+ \[ Ticket Id : [0-9]+ \] (.+) <-- the regex from the documentation
Body contains: I don't have anything set here because I want to see its behavior when there's nothing defined for contains. 
Match: Any Condtion