Working with Email Servers

Use the Trusted Sender Domain tab to manage the list of trusted domains. A trusted domain is one from which your organization expects a certain level of security of information. You should only receive emails from domains that you place on the trusted domain list.

You can only use the Trusted Sender Domain tab if you created your email inbox and selected Use Method 2 (for Custom BO) and Create record by creating or linking the Custom BO. See Creating an Inbox.

1.Open the Email Configuration workspace.

2.Select the Trusted Sender Domain tab.

3.Click New. The application displays the New Trusted Sender Domain workspace.

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

5.Click Save. The application adds the domain to the list.

You can truncate (trim) a message body to remove reply content. This feature removes all text in the email after the word or words that you specify.  For example, if you specify "Regards", then Service Manager looks through the email for the word  "Regards". If it finds it, it removes, from both the email and the associated incident, all text that comes after that word.

1.Open the Email Configuration workspace.

2.Select the Truncate Body tab.

3.From the tab toolbar, click New. The application displays the New Truncate Body Rule workspace.

4.In the Body Line field, enter the text for which to look.

5.Click Save.

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.Open the Email Configuration workspace.

2.Select the Task Assignment Status Keyword tab.

3.Click New. The application displays the New Task Assignment Status Keyword workspace.

4.Enter information into the fields.

•Task Assignment Status - A task status. Select from the drop-down list.

•Status Keyword - A keyword assigned to this status. For example, if you set the status accepted as a keyword, then the status of tasks assigned to you would automatically set to accepted if it has accepted in the email subject line.

5.Click Save. The application adds the task assignment status to 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 - approved or denied in the email subject line to set the approval request to approved or denied.

1.Open the Email Configuration workspace.

2.Select the FRS Approval Status Keyword tab.

3.Click New. The application displays the New FRS Approval Status Keyword workspace.

4.Enter information into the fields.

•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.

5.Click Save. The application adds the approval status to 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.Open the Email Configuration workspace.

2.Select the Ignore message with subject tab.

3.Click New. The application displays the New Tenant Email Subject Line workspace.

4.In the Subject Line field, enter a subject line.

5.Click Save. The application adds the subject line to 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 application 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.Open the Email Configuration workspace.

2.Select the Delivery failure notification tab.

3.Click New. The application displays the New Tenant Email Subject Line workspace.

4.In the Subject Line field, enter a subject line.

5.Click Save. The application adds the subject line to the list.

You can update an existing 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 application to update an existing incident from this email and attach the email to this 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; that is, you can only create or update the record of the business object configured for the inbox. For example, if the email listener is set to manage incident records, you cannot update change records.

1.Open the Email Configuration workspace.

2.Select the Object Name Mapping tab.

3.From the tab toolbar, click New. The application displays the New Email Object Name Mapping workspace.

4.Enter information into the fields.

•Subject Pattern - The pattern that triggers the mapping behavior. For example, if you designate CAT as a pattern, then every email containing a subject starting with "CAT" is mapped to the business object defined for the inbox.

•Business Object - The designated object to be appended to the subject line, such as incident.

5.Click Save. The application adds the pattern to the list.

When the email listener receives an email, it evaluates the subject. If the subject contains the mapped value, the application updates the business object. If the subject value does not match, the application processes the business object 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:

An email arrives with the subject line CAT# 1234.

•The email listener sees the hashtag (#), and the keyword CAT is identified.

•CAT tells the application 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 and if Create Incident On Error is checked in the Inbox Configuration workspace, the application creates a new record. If it does not match an existing record and you did not check Create Incident On Error in the Inbox Configuration workspace, the application gives an error.

Another email arrives with the subject line DOG# 9876.

•The email listener sees the hashtag (#), and the keyword DOG is identified.

•DOG tells the application 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 Creating an Inbox that Creates a Generic Business Object.