API by Email and MSP Integration
The Email Connector provides advanced processing options, such as using the Email Connector as an API (via XMl transactions), or using Automated Emails.
The Email Connector setup window is designed as a flow chart, which represents the lifecycle of the email as it is processed. Each step in the flow requires configuring settings to instruct the system how to handle that step.
Here you can define parameters for how the system should process the email.
The Email Connector server pulls each email and performs the relevant action as defined in the settings. The basic implementation is the Email to Ticket.
In this section you will learn how to configure the following advanced options:
API by Email (XML Formatted Emails)
Setting up the API by Email section is optional and is required only when working with external system which send XML formatted emails (which contains API transactions) to the Email Connector.
When an email containing XML formatting is detected, the system analyzes the XML content of the email and performs the appropriate action. You may also send automatic replies in response to XML formatted email (see Setting Up Responses Parameters below).
The following settings should be defined here:
- Activate API by Email - select this box if you wish to activate the XML formatting processor.
- Password Protection - to avoid processing spam XML formatted emails which can modify your database, you may define a password in the Password field. When the Password is defined here. this means that incoming transactions must contains the password in the XML in order to be processed.
Setting up the Response parameters:
If an XML email requires a response, the following settings will be used:
- Send Response - Select this box in order to send responses to the API system if requested in the XML. Note that the response will be sent to the email address specified in the XML text (if specified) and not to the sender of the XML email.
- BCC each Response Email to (optional) – If you would like to store all automatic outgoing emails sent in response to processed XML messages, you can automatically BCC your own support team or any other email address where these messages can be stored (again, DO NOT send these automatic emails to the Email Connector Incoming Email Address which is being used for all XML support requests processed by the Email Connector).
Automated Emails & MSP Integration
Setting up the Automated Emails & MAP Integration section is optional and is required only when working with external MSP systems which send formatted email alerts to the Email Connector.
The Automated Email feature in Commit processes incoming emails that have been sent to the Email Address defined for the Email Connector. The emails processed are from automated sources, such as an MSP alerting application, and the Automated Email feature analyzes the email's header in order to create the relevant Tickets in Commit.
This feature allows you to define a set of rules which will be activated one after the other to help the system detect pre-defined email formats, and create Tickets for them. As opposed to the "New Ticket From Email" feature, automated emails do not necessarily originate from a customer's email address, so it is difficult for the system to determine the customer for whom a new Ticket should be opened.
The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them.
Email Connector Processing Precedence rules:
Incoming emails are processed if sent to the defined incoming mailbox.
The processing order is as follows:
Check if this is an automated email
If Not Automated, then:
Check if this is an XML Formatted email
If not XML, then:
Continue processing as a regular email by the Email Connector
To set up the Automated Emails detection rules, you should start by understanding the work-flow, as described in the Automated Email Processing Flow section below.
Automated Email Processing Flow
Automated Email Processing includes the following phases:
To set up the rules for these phases, follow the instructions in the Automated Email Settings section below.
Automated Email Settings
When the Automated Email feature is Active (ON), you can configure the rules for processing emails by clicking on the Automated Email Settings button.
When clicking the Automated Email Settings, the following window will open:
In this window you can add the processing rules. The rules are processed in the order displayed in the window, according to the Automated Emails Processing Flow. Note that the rules are not case-sensitive.
You can define rules for each section, and they will be processed in the order in which they are entered. The first rule that the process comes to that applies will be used. If no rules apply, the email will be identified as not "automated," and will then be processed as a "regular" email connector incoming email and sent to the support email address defined for these types of emails..
Rule settings should be defined in the following order:
- Automated Emails Detection Rules
- Automated Emails Skip Rules
- Automated Emails Account Detection Rules
You can also find detailed description on how the Automated Email settings should be configured for specific MSP systems under MSP Integration Settings.
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