email connector email to ticket response email --

[raymond]

we rely heavily on the "Send Response Emails" in the Email to Ticket section of the Email Connector however, we have been bit too many times when trying to automate processes. Is there a way to create exceptions to this setting? There are certain Accounts (email addresses and domains) that we don't want to generate and send the response email to.

//ray

[Support Team]

Re: email connector email to ticket response email --

Thank you for posting.

You can use the Automated Emails feature to create Tickets from specific email addresses without sending responses.

[raymond]

Re: email connector email to ticket response email --

OK -- I read up on automated emails. Please confirm that I have this correct.

The automated email rules apply before any other rule.

I have set up a rule that says "The sender email address is: alert@domain.com" then checked the "Detect CommitCRM Accounts by the sender email add" (btw, this check box is NOT detailed in the wiki documentation!). I have entered alert@domain.com into a contact under an account.

When an email comes in for alert@domain.com, a ticket will be created under the contact/account and an email reply will not be sent back.

Is all this correct?

Assuming that's all good, if we want to set up more specific rules later (multiple rules), how is the system going to piece together the proper entries in "Automated Emails Detection Rules" the Skip Rules for Detected Automated Emails" and the "Account Record Detection Rules"? For example, if we already have rule criteria entered (as I have above) and we want to set up another rule that takes email from warnings@domain.com, look for an exception (skip rule) of "update" in the subject, then process to the Account name based on the name appearing between "site" and ".", how is all that going to work?!? What would happen if we got an automated email in from alert@domain.com but it had the word "update" in the subject... would it be simply forwarded?

thanks!

//ray

[Support Team]

Re: email connector email to ticket response email --

The answer for both your questions is yes, it will work as you described:

Emails from alerts@domain.com will be proceeded and tickets will be created without auto response/reply to the sender.

If any Skip rules were defined - they will be applied on all emails recognized as Automated Emails, according to the Detection Rules that were set. So in your example, email from alert@domain.com with word "update" in the subject will not create a ticket and will be forwarded to manual processing.

Account detection: when the checkbox "Detect RangerMSP Accounts by the sender email address" is checked, if the sender exists in the Accounts database - the ticket will be linked to the found Account, otherwise - Account will be detected according to the Account Detection Rules (if defined).

Hope this helps.

[raymond]

Re: email connector email to ticket response email --

This is really messed up. So this means that setting up a rule to process from one vendor affects the rules set up for another vendors... this is seriously flawed logic (I'm having a hard time believing this made it past quality control).

Basically this means we can only set up one "set" of rules for one vendor and not for anyone else. This needs to be seriously overhauled so that we can build rules with all the parts and NOT affect the other rule sets (they need to be independent of each other)! Look at any other system out there (e.g. Outlook) and this is how it's done.

PLEASE fix this... if commit expects us to use these automated email detection rules to integrate with other 3rd party vendors, then we need the ability to build rule sets that apply to each separate vendor.

thanks --

//ray

[raymond]

Re: email connector email to ticket response email --

Thinking on this, in its current state, the rules window should be updated from being titled "Automated Emails Rules Settings" to "Automated Emails Rule Settings" as it's really one big rule instead of individual isolated rules (but please make it so we can make multiple isolated rules!).

thanks!

//ray

[Support Team]

Re: email connector email to ticket response email --

It normally does not mean that at all. It simply means that the rules/emails that you want to process automatically will be unique enough for the system to be able to process correctly, for example, include the vendor name on the subject line before the keyword that you want to parse etc. Also, I don't recall any other report on automated emails conflicting between two systems... in any case, we'll keep this in mind. Thanks.

[raymond]

Re: email connector email to ticket response email --

>> Also, I don't recall any other report on automated emails conflicting between two systems...

Maybe this is because nobody else is using this rule to filter from multiple vendors/automated systems.

Not one of our vendors adds their name to the subject so filtering on that isn't possible. Besides, we are talking about filtering different emails differently from the same vendor/automated systems.

Sorry but how this has been set up is just goofy to us... instead of being able to establish clearly defined separate rules for isolated situations, it's one big rule that may yield undesired results.

The fix is to take what has been configured already but allow the "set of conditions" to be saved as a rule and processed sequentially (like Outlook does with it's rules). That said, I'm guessing that's a major overhaul of the email connector...

//ray