Creating an Inbox

Map field	Map value
FRS_Knowledge Type	Document
Title	@Subject
Details	@Body
Collection	IT Knowledge
Category	Mobile
Keywords	@From
Status	Draft

Tokens for field values
@From	From email address
@To[N]	To email address nth value Indexing starts from 1, so the first email recipient is addressed as @to[1]. If the index is missing, then just the @to is used or the first recipient is less than 1 (or, @to[0]).
@CC[N]	CC email address nth value
@FirstName	From email first name
@LastName	From email last name
@Subject	Email subject
@Body	Email body

You can manage lists of trusted domains where incoming messages originate.

A trusted domain is one that your organization expects a certain level of security of information and allows receiving of emails. Only domains that you place on the trusted domain list can expect you to receive their emails.

1.

Within the Tenant Email Configuration page, select the Trusted Sender Domain tab.

2.

From the tab toolbar, click New. The New Trusted Sender Domain window appears.

New Trusted Sender Domain Window

3.

In the Domain Name field, enter a valid domain name or enter * to accept emails from all domain.

4.

Click Save. The domain appears on the list.

You can truncate (trim) a message body to remove reply content.

1.

Within the Tenant Email Configuration page, select the Truncate Body tab.

2.

From the tab toolbar, click New. The New Truncate Body Rule window appears.

New Truncate Body Rule Window

3.

In the Body Line field, enter the text to appear in the body of a message.

4.

Click Save. The body line appears on the list.

You can manage lists of status keywords for task assignments. Upon receiving a task assignment notification, the assignee can respond to the assignment by entering any default keywords.

1.

Within the Tenant Email Configuration page, select the Task Assignment Status Keyword tab.

2.

From the tab toolbar, click New. The New Task Assignment Status Keyword window appears.

New Task Assignment Status Keyword Window

3.

Enter information into the fields.

Field	Description
Task Assignment Status	A task status. Select from the drop-down list.
Status Keyword	Enter a keyword assigned to this status. For example, if you choose accepted in the Task Assignment Status field and enter the matching keyword accepted in this field, the task status sets to accepted when the task assignee enters accepted in the email subject line.

4.

Click Save. The task assignment status appears on the list.

You can manage lists of status keywords for approval status changes. Upon receiving an approval notification, the approver can respond by entering any of the default keywords. By default, the approver can enter approved in the email subject line to set the approval request to approved or enter denied to set the approval request to denied.

1.

Within the Tenant Email Configuration page, select the FRS Approval Status Keyword tab.

2.

From the tab toolbar, click New. The New FRS Approval Status Keyword window appears.

New FRS Approval Status Keyword Window

3.

Enter information into the fields.

Field	Description
FRS Approval Status	Approval status. Select from the drop-down list.
Status Keyword	A keyword assigned to this status. For example, if you select approved in the FRS Approval Status field and enter the matching keyword approved in this field, the approval record sets to approved when the approver enters Approved in the email subject line.

4.

Click Save. The approval status appears on the list.

You can manage lists of subject lines which can be ignored in an incoming message. This can help manage incoming messages by filtering out automated messages such as auto-replies.

1.

Within the Tenant Email Configuration page, select the Ignore message with subject tab.

2.

From the tab toolbar, click New. The New Tenant Email Subject Line window appears.

New Tenant Email Subject Line Window

3.

In the Subject Line field, enter the subject line to use.

4.

Click Save. The subject line appears on the list.

You can manage lists of delivery failure messages that can be ignored in an incoming message. This can help manage incoming messages by filtering out certain automated messages. A best practice is to always use this feature.

Not defining a keyword here could cause the system to send excessive emails. For example, if your inbox receives a "Delivery Failure" email, a new incident is created and a new notification is sent. This notification causes another "Delivery Failure" email, causing an infinite loop.

1.

Within the Tenant Email Configuration page, select the Delivery Failure Notification tab.

2.

From the tab toolbar, click New. The New Tenant Email Subject Line window appears.

New Tenant Email Subject Line Window

3.

In the Subject Line field, enter the subject line to use.

4.

Click Save. The subject line appears on the list.

You can evaluate an email to determine if it should update an existing record or create a new record, based on additional data in the subject line. This process maps a custom pattern in the subject line of an email, then attaches the email to a specific business object. For example, the default pattern (such as Incident#incident_subject) tells the system to create an incident business object from this email and attach the email to the new record. However, you can create a custom pattern that does the same thing (such as CodeIncident). The custom mapped part of the subject string (in this example, "Code") triggers this behavior.

The feature only processes emails based on the subject line, and does not affect other behaviors. For example, you can only create or modify the record of the business object configured for the inbox. If the email listener is set to manage incidents, you cannot modify change records.

1.

On the Tenant Email Configuration page, select the Object Name Mapping tab.

--or--

From the Service Desk Console, open the Object Name Mapping workspace.

2.

From the tab toolbar, click New. The Email Object Name Mapping window appears.

3.

Enter information into the fields.

Email Object Name Mapping Window

4.

Click Save. The pattern appears on the list.

Create the desired mapping record (such as CAT and incident), to activate the new behavior.

When an email is received, the Email Listener evaluates the subject. If the subject contains the mapped value, the object is updated. If the subject value does not match, the object is processed as normal.

For example, say you have two inboxes: one to process incidents and one to process other business objects. Also, you have set up email object name mapping as follows:

Subject pattern	Business object
CAT	Incident
DOG	Change

An email arrives with the subject line CAT# 1234.

• The Email Listener sees the hashtag (#), and the keyword CAT is identified.
• CAT tells the system that this is an incident record (as defined in the mapping).
• 1234 identifies the business object ID.
• The email is sent to the incident inbox and processed. If it matches an existing record, the record is updated. If it does not match, a new record is created.

Another email arrives with the subject line DOG# 9876.

• The Email Listener sees the hashtag (#), and the keyword DOG is identified.
• DOG tells the system that this is an change record (as defined in the mapping).
• 9876 identifies the business object ID.
• The email is sent to the other business object inbox and processed. See Adding an Inbox that Creates a Business Object.