Communications is a separately releasable platform component that supports email and notification management in other web modules. It enables web modules to send and receive emails and send notifications on behalf of your company via a dedicated subdomain of your main domain. Using a subdomain for Communications emails provides the following advantages:
Eliminates the need for integration into your existing email platform.
Supports using new mailbox addresses without the need for special setup or configuration in your email system.
Separates the flow of Communications emails from your organization's existing emails.
Administrative-level users have the following capabilities in Communications:
Create and manage templates for emails and notifications
Send emails and notifications
Search emails and notifications
Track email/notification utilization metrics
Note
Notifications are one-way communications. Replies to notifications will not be processed and will not be visible in the IDI platform. Also Notifications are not included in users’ monthly 2-way message quota, and so will not contribute to exceeding the quota which could result in a monthly charge.
Enabling Communications in Your System
Communications requires version 17.1. SP1 or later.
Communications must be turned on in order for consuming web modules and Admin users to use the functionality. This is a five-step process, some of which are carried out by IDI, and some of which are your (the carrier's) responsibility. See Enabling Communications.
Using Communications
Settings (currently only needed in you need to edit the alias used in the From address when sending notifications)
Subdomain Setup (for DNS administrators)
Related Topics
Roles and Permissions
Roles
Communications View Only – Role for view-only access to Communications
Communications Admin – Role for admin access to Communications
Permissions
Allow Log On - Log on and complete searches in Communications
Manage Templates - Add, edit, and delete templates in Communications
Create Messages - Send emails via Communications
Manage Links - Add, edit, and delete linked objects in Communications
Role/Permissions
Allow Log On
Manage Templates
Create Templates
Manage Links
View Only
X
Admin
X
X
X
X
What's New
Release 1.0
This is the initial release of Communications. It supports the following functionality for the Tickets web module:
Email send/receive
Email notifications on create new Ticket, Reassign a Ticket, and/or create a Ticket from unsolicited email
Create a Ticket on receiving an unsolicited email
Email Ticket
Network Monitoring (Equipment) Ticket