Configuring the ATES mailbox
Security and navigation
SECURITY Security level with Admin permission to configure Service Desk (Tickets). Refer to Admin security settings.
NAVIGATION
> Admin > Automation > Email Notifications & Surveys > Incoming Email Processing
IMPORTANT To ensure that you are using the correct Service Provider ID, you must log in using the primary domain for your Autotask instance. If you are unsure of your Autotask instance primary domain, contact Kaseya Helpdesk.
To configure the ATES mailbox, complete the following steps:
- To open the page, use the path(s) in the Security and navigation section above..
-
Point to the context menu icon to the left of the Add Ticket Email Service (ATES) mailbox and select Edit. The ATES mailbox will open.
NOTE Only the General and Ticket tabs are enabled.
- Complete the General and Ticket tabs.
| General tab | Description |
|---|---|
| Mailbox Name | The mailbox name is read-only: Add Ticket Email Service (ATES) |
| Active | Checked if ATES is enabled |
| Service Provider ID | Read-only. The Autotask instance's domain. |
| Service Provider Password | Supplied by Autotask when ATES is enabled. |
| Attachments check box | Select to have Autotask create attachments—attached to the parent ticket, project, or task—from images in the email body. |
| Ticket tab | Description |
| Enabled check box | Check to turn on email processing for tickets. |
| Ticket Defaults | Select the default values for tickets created by the ATES service. Several fields are required. For more information on Ticket fields, refer to Adding, copying, and editing tickets and Configuring field properties. |
|
Tags |
You can apply tags to tickets through ticket categories, custom mailboxes, incoming email processing, form templates, or the Client Portal to indicate the content of tickets and help you easily find them in widgets and searches. Autotask supports up to 30 tags per ticket.
If an email processing mailbox creates a ticket, and the number of tags on the mailbox and ticket category combined exceed 30, the tags on the category will receive preference. The tags from the mailbox will not be added.
Refer to Managing tags and tag groups and Working with tags on a ticket for more information. |
| Failure and Success Notifications | To kick off closed loop email processing, email notifications can be sent to the email originator, internal resources, and other recipients. Optionally, Send XML Notifications lets you send an XML-based message for automated processing, in addition to the default human-readable notification. NOTE If you select this option, both types of notifications will be sent. |
| Notification Template | Pre-configured default Notification Templates—specific to Incoming Email Processing—are available from the Notification Template drop-down. - Click the Edit (pencil) icon to edit a template. - Click + to create your own template. Refer to Adding or editing notification templates. NOTE If a template is not selected, no email will be sent to the email originator |
- Click Save & Close.
