Subject Keyword Settings

You can define which keywords must appear at the beginning of an inbound e-mail subject line to update a process or generate a status report.

Users of type Contact must have a Primary Group set using the Administration component before they can log incidents or other processes.

To define the keywords in an inbound e-mail subject line:
  1. On the E-mail Setup tree, expand the Inbound E-mail folder, then double-click Action Settings.
    The Action Settings window appears.
  2. In the Subject Keyword Settings group, type the keyword(s) that must appear in an inbound e-mail subject line to update a process or generate a status report.

If you use symbols in your subject line, make sure that the syntax is the same: that is, if you put a space before a colon in your keyword settings, then a space must appear before the colon on the incoming e-mail message. If the syntax is different, then a new Process would be logged rather than an existing Process being updated.

  1. Click to save your new settings.
    The new settings are put into effect on any incoming e-mail from this point onwards.

If you set the 'Update' Keyword to Update:, then an e-mail with the subject line Update: 33 will update the mapped process with the ID 33.
If you set the 'Status' Keyword to Status:, then an e-mail with the subject line Status: 33 will return to the user a status report for the process with the ID 33, provided the inbound email is from the Raise User. An e-mail with the subject line Status: (not specifying an ID) will return to the user a status report for all processes where they are the Raise User. The status report is set from the Reports branch of the E-mail Setup tree. Set this to AutoEmailReport.rpt.


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