Configuring a custom mailbox

Enter values for a minimum width and height requirement for images in an email to be converted to attachments. Images will have to meet both the width and height requirements to be converted. This can be used to prevent icons and logos in email signatures from becoming unnecessary attachments.

Regardless of this setting, inline images in an email will appear inline in Autotask when the email body is converted to a field that support Rich Text. Refer to The Rich Text editor.

Select this box to attach a copy of the original email to the ticket or ticket note that will be created via Incoming Email Processing.

The eml attachment will include all content of the original email, including formatting, images, and attachments (on the original email). The attachment creator will be the contact associated with the ticket or, if no contact can be determined, the Autotask Administrator.

This check box is cleared by default.

IMPORTANT  A discrepancy between the Content-Transfer-Encoding in the Email Header, and the actual content format of the email body, can cause the eml file attached to be illegible when opened. Work with your email provider and any 3rd party tools to ensure that encoding and body format match.

EXAMPLE  This issue mat appear if the header has Content-Transfer-Encoding: base64 and the content is plain text. In this case, the email header should be configured as QUOTED-PRINTABLE because it is readable text.

When this check box is selected, the email processing engine will look for a string in the email subject line or the email body that indicates the organization and contact to associate with the new ticket. This type of matching occurs after existing email matching, but before attributing the ticket to the fall-back Ticket Organization configured for the mailbox.

A double slash indicates the opening and closing of the match string.

EXAMPLE  //ACME Corporation:David Smith// -or-
//ACME Corporation: David Smith// -or-
//ACME Corporation : David Smith// -or-
//ACME Corporation :David Smith//

Everything after the colon will match on Contact, in narrative (Firstname Lastname) name format. Spaces before and after the colon will be stripped out.

• A contact is optional. An organization-only string should be formatted as //ACME Corporation//.

• An organization is required. We will not match on //David Smith// (unless there is an organization called "David Smith").

• If multiple organizations with the name "ACME Corporation" or multiple contact records for "David Smith" at a single "ACME Corporation" are found, we will not assign the ticket to any of them.
• For matching in the body, we will look at the first line that has a visible character, and will search from that character up until the next line break. We will not search after that line break.
• If only the organization matches but contact does not, we will still create the ticket for the matching organization.
• If the email Subject or the evaluated first line of the Body contains multiple match strings, the matching will fail, because Autotask will look for a match for the entire string between the first and last "//".

EXAMPLE  The following string in the Subject line: //ACME Corporation// security breach //ACME Corporation// would be looking for the organizationACME Corporation// security breach //ACME Corporation, which does not exit.

Select the default values for tickets created by the service.

Most fields do not require a default. A ticket category will be applied because this field cannot be blank, but its field defaults will not be applied to tickets created from incoming email. The exception is the Due Time setting, specified on the Details tab of the Add Ticket Category page.

• If you select the Use Default Due Time from Ticket Category radio button, due time is set by the ticket category. Make sure the selected category has defaults configured.
• If you select Offset from Create Time by:, you can specify a the offset from the create time in number of hours and minutes.

IMPORTANT  If co-managing users are assigned to the tickets created in this mailbox, the co-managed visibility must be set to Visible for the selected ticket category, or ticket creation will fail. You may want to set up a separate mailbox for tickets that will be assigned to co-managing users.

For more on ticket categories, refer to Introduction to Categories. For more information on populating ticket fields, refer to Adding, copying, and editing tickets and Configuring field properties.

Select the default values for task notes and ticket notes created by the service.

• The note type defaults to Task Summary. You can select a different note type from the drop-down list. For more information on note types, refer to Note types.

• The Publish type determines who can view notes or open attachments created by a resource (system notes visibility is determined by the viewer's security level). It is either inherited from the note type (but can be edited), or selected outright from the Publish To dropdown menu. The following options are available:

  • All Autotask Users: The note or attachment can be viewed by internal and co-managing resources, as well as customer contacts with Client Portal access to the parent entity. Refer to Adding or editing Client Portal security levels.
  • Internal Only: (not available to co-managed security levels when adding attachments) The note or attachment can be viewed by internal resources, except those who have a co-managed security level. Some entities where this is the only option have an Internal only check box.
  • Internal & Co-managing (tickets and ticket notes only): The note or attachment can be viewed by internal resources and resources who have a co-managed security level. Refer to Co-managed Help Desk (system). The following system note types default to this Publish To setting:
    • Absorbed Another Ticket
    • Copied to Project
    • Duplicate Ticket Note
    • Forward/Modify Note
    • Merged Into Ticket
    • If a co-managing user is sending an email and the mailbox configuration is set to Internal Only, it is published to Internal & Co-managed, regardless.
  • Project Team (project notes only): The note can be viewed by internal and client team members of the project.

  Attachments without a Publish To selector inherit the visibility of the parent entity.

  EXAMPLE  When you add an attachment while editing a ticket note, the ticket note's Publish To option is applied to the attachment.

• You can optionally select a Status for the task or ticket. Note that if the incoming email meets the definition of a duplicate ticket per the system setting, the system setting's status will override the status setting of the mailbox.

For time entries, you can optionally select a Status and a Work Type.

Use the check boxes to notify recipients based on queue membership and role

Tags are optional.

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.

To prevent the reopening of tickets, select Enable Re-Open Prevention. The Grace Period (days) field becomes enabled.

Enter the number of days from the ticket's Complete Date/Time after which this email processing mailbox will not change the ticket’s Status when a ticket note is added.