Configure Email Settings
Web Tracks can be setup to automatically send email notifications when a new ticket is created or an existing ticket is modified. Web Tracks can also be configured to monitor an email address and automatically create service desk tickets when new messages are received.
To start using the automated email feature you will need to configure your Email Settings. To configure the Email Settings, you must have Administrative access to Web Tracks. From the Admin Menu click 'Configure Email'.
MAIL SERVER TAB
From Email - Enter the email address from which the tickets will be sent (e.g., firstname.lastname@example.org).
Display Name - Enter a descriptive name for the "From Email" address (e.g., Service Desk).
SMTP Server - Enter the DNS name or IP Address of your SMTP Mail Server.
Port - Enter the Port for your SMTP Mail Server uses
SMTP Server Requires Authentication - Check this if needed
User ID - Enter the User ID you wish to use to login to your SMTP Server (if authentication is required)
Password - Enter the password for your SMTP Mail Server (if authentication is required)
MAIL OPTIONS TAB
Email technician when a ticket is created
Email technician when a ticket is updated
Email end-user when a ticket is created
Email end-user when a ticket is updated
Self Notify - If Self Notify is NOT checked the person performing the action that triggers the email is excluded from the email list (presumably they are already aware since they were the one performing the action that caused the email to be sent). If this option is checked they will receive the email as well (assuming they would have been a recipient of the email).
Send Email in HTML format - Choose whether to send emails in HTML format (when checked) or plain text (when not checked).
MAIL TEMPLATE TAB
Email Subject - Enter the subject text you would like to see when automated emails are sent. The Ticket No. value will be appended to this value.
New Ticket Prebody Text - Value displayed before the ticket fields when a new ticket is created.
Update Ticket Prebody Text - Value displayed before the ticket fields when a ticket is updated.
Choose the fields that will be sent in the Email - Select up to eight fields that you would like sent in the email.
URL Linkback Position - Select either Top, Bottom or Exclude. The Web Tracks link to the ticket will appear in the email in the corresponding position.
EMAIL TO TICKET CONVERSION TAB
NOTE: If you are not using this feature you can stop the 'Web Tracks' Windows Service and set its startup mode to manual. If you are planning on using this feature the 'Web Tracks' Windows Service must be running. Messages from this service are registered in the Windows Event Log under the application 'Web Tracks'.
POP Mail Host
Enter the DNS name or IP Address of your POP Mail Server (this is usually the same as your SMTP Server).
POP User ID of the mail account to monitor. The account used here should only be used by Web Tracks. When Web Tracks monitors this account it deletes emails after they have been processed. It is recommended to use a different account than used in the Mail Server tab (from email address) since users may reply to those emails (even if you instruct them otherwise). If you use the same address you may see duplicate tickets from user replies.
POP Password - Value displayed before the ticket fields when a new ticket is created.
Web Tracks Root URL - Enter the http root of the web tracks application. Avoid using localhost in the URL (use the IP Address or DNS name instead) as this value is used to determine the link back URL for tickets. When a value is entered for this field the Web Tracks Windows Service will start monitoring the email account. An example of this value would be http://yourWebTracksServer/WebTracks.
EMAIL TO TICKET RULES (GRID)
A descriptive name for the rule
Text to Match
Enter the text for which to search within the email. The from address, subject and body will all be searched.
Ticket Type Assigned
The Ticket Type which the ticket will be assigned.
Note: Ticket types can determine who is assigned the ticket as well as email addresses which are notified when the ticket is created. You can edit Ticket Types from the Admin--Lookup Tables--Ticket Types form.
The priority to which the ticket will be assigned.
This is the rule priority. Rules with lower numbers will be processed first. Once a rule matches the rule processing exits.
Rule Name: Internet Problem
Text to Match: Internet
Priority Order: 2
Rule Name: Internet Problem 2
Text to Match: Internet Down
Priority Order: 5
In this scenario the 2nd rule would never be processed since 'Internet' would be found by the first rule. For this reason you should make rules with the most specific text searches have higher priorities than rules with generic text matches.
If checked the rule will be used. If unchecked the rule will be ignored.
ADDITIONAL INFORMATION REGARDING AUTOMATED EMAIL
By default when a ticket is initially created emails are sent to the requester, technician as well as any email addresses specified for the given 'Ticket Type' (you can edit Ticket Types by choosing Admin--Lookup Tables--Ticket Types from the main menu).
After the initial email is sent future emails (i.e., when a ticket is updated) are only sent to the technician and requesters email address.
If you would like to configure multiple email addresses for a user account you can do so by separating the email address with semicolons (e.g., email@example.com;firstname.lastname@example.org). Another option is to use a broadcast email account.