There are several settings for Communications in the Tickets web module under MANAGE > Settings. Settings related to notifications are available on the BASIC tab. Settings for managing unsolicited email (Email Tickets and Network Monitoring) are available on the ADVANCED tab.
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BASIC Tab:
ADVANCED Tab:
Notes:
All Communications-related settings apply to the environment.
The Manage Configurations permission is required to view and edit these settings.
The settings are hidden in an environment, until the Communications module has been configured for the company.
Settings for Email Notifications
You can configure three types of Email Notifications:
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Click the associated Edit (Pencil) icon to enable the fields for editing.
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Ticket Created
To configure:
Check to enable this notification. This creates a Workflow trigger: |System Email On Assignment| Ticket Assigned Email Handler.
Unchecking deletes the trigger.
Select an email template (or no template) from the drop down menu. No Template is the default. Note: The templates must first be setup in the Communications module.
Ticket Email Received
To configure, check to enable this notification. This creates a Workflow trigger: |System Notify Assigned To On Incoming Email| Notify Assigned To Email Handler.
The email will have a link to the Ticket’s Communication page with the thread open. The email will contain the entire message from the user, with the exception of attachments. Attachments may viewed on the Ticket.
Unchecking deletes the trigger.
Ticket Reassigned
To configure:
Select an option from the drop down menu:
Do not send (default)
Automatically send email - Creates a system trigger in Workflow to automatically send an email to the newly assigned user when the Ticket is reassigned. The trigger name is |System Email on Reassign|, and it works with the Send Communications Message action. Choosing any other option will delete this trigger, if it exists.
Prompt for email: This option opens an email dialog when a ticket is reassigned. The email will have the To address filled in with the email address of the user the ticket is being assigned to. The email can be edited before sending, or be canceled (not sent). The email dialog will not open when the user is reassigning the Ticket assigns it to themselves.
Select an email template (or no template) from the drop down menu. No Template is the default. Note: The templates must first be setup in the Communications module.
Ticket Created - When a Ticket is created, send an email to the assigned user.
Ticket Email Received - When an incoming email is received, send an email to notify the assigned user.
Ticket Reassignment - When an incoming email is received, forward the email to the assigned user.
Settings to Create Tickets from Unsolicited Emails
Unsolicited email refers to an email sent to your company that is not part of an ongoing email conversation (thread). For example it could be from a customer who is sending you feedback on their service, or a potential customer with a question about what you offer.
The Email Tickets setting creates Email Tickets from unsolicited email.
The Network Monitoring setting creates Equipment Tickets from an unsolicited email.
Click the ENABLE button to start the configuration process. This process creates a trigger in Workflow to control the creation of the selected Email type. On completing configuration the ENABLE button changes DISABLE. Clicking disable will remove the Workflow trigger. An EDIT button is also available after configuration is completed to let you change configuration details as needed. And you can Show/Hide Configuration details by clicking the corresponding link.
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Email Ticket
Click ENABLE to display a form for entering the information to use when creating Email tickets.
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Fields marked with an asterisk are required.
To Email Address - Email tickets require a dedicated email address in the domain the Communications module has been configured for. Enter this email address in the To Email Address: field. For example, if Communications is configured for the domain idibilling.com, the dedicated email address for unsolicited email tickets could be: CustomerService@idibilling.com
Note
This can be set up to work in non-production environments, but the environment name must be in the local part of the address. For example, if the production emails should go to CustomerService@idibilling.com, the emails for a non-production environment with the name idi01_s_stage, the emails should go to CustomerService+e=idi01_s_stage@idibilling.com
This will allow Email Ticket functionality to work in a non-production environment.
Saving the information entered in the Configure Email Ticket form creates a system trigger to perform the Email Ticket function. The trigger name is |System Ticket on Cold Email| and it works with the action Create Ticket from Email.
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Advanced Integration - Multiple Email Ticket Types
The delivered Workflow trigger supports creating Email Tickets for one dedicated email address. All emails sent to that address will have a default type, priority, assigned to, etc.
If different types of Email Tickets are needed to support different types of emails (for example: prospect inquiries versus support of existing customers), additional triggers can be manually created in Workflow, using the Create Ticket from Email action.
It is recommended to use the |System Ticket On Cold Email| Cold Email Ticket Handler as an example, and set the ReceivingAddress filter property to be a unique value for any additional types of Email Tickets. The action parameters can then be modified to the desired default value for the email address.
Network Monitoring
Clicking ENABLE displays a form for entering the information used when creating Network Monitoring tickets.
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To Email Address - Network Monitoring tickets require a dedicated email address in the domain the Communications module has been configured for. Enter this email address in the To Email Address: field. For example, if Communications is configured for the domain idibilling.com, the dedicated email address for unsolicited email tickets could be: Monitoring@idibilling.com.
This can also be set up to work in non-production environments, but the environment name must be in the local part of the address. For example, if the production emails should go to Monitoring@idibilling.com, the emails for a non-production environment with the name idi01_s_stage, the emails should go to Monitoring+e=idi01_s_stage@idibilling.com.
Create Child Tickets - When checked, in addition to the Equipment ticket, Customer tickets will be opened for any customer that has the equipment assigned to them, and will be associated as a child ticket. Note: This functionality is limited to the opening of a ticket. The resolve functionality does not cascade to the child tickets.
Saving the information entered in the Configure Network Monitoring form creates a system trigger to perform the Network Monitoring Ticket function. The trigger name is |System Ticket On Network Monitoring Email| and it works with the action Create/Resolve Equipment Ticket from Email.