Tickets from Email

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SL1 can create tickets based upon email messages sent to SL1. Before configuring SL1 to create tickets from email, you must follow the steps listed in the General Inbound and Outbound Email Settings section.

This section will describe how to configure a Tickets From Email policy, which allows SL1 to generate tickets from email, and how to send an email message to trigger an automatic ticket.

Use the following menu options to navigate the SL1 user interface:

  • To view a pop-out list of menu options, click the menu icon ().
  • To view a page containing all of the menu options, click the Advanced menu icon ().

Viewing the List of Ticket from Email Policies

To sort the list of policies, click on a column heading. The list will be sorted by the column value, in ascending order. To sort by descending order, click the column heading again.

The Tickets From Emails page (Registry > Ticketing > Email Tickets) displays the following about each Ticket from Email policy:

  • Policy Name. Name of the Ticket from Email policy.
  • Destination Email. Fully qualified email address associated with the policy. SL1 will process all email messages received in this mailbox as tickets.
  • Template. Name of the ticket template the SL1 will use to create the ticket.
  • Template ID. Numeric ID for the ticket template SL1 will use to create the ticket.
  • Edit User. SL1 user who created or last edited the Ticket from Email policy.
  • Edit Date. Date the Ticket from Email policy was created or last edited.

Filtering the List of Ticket from Email Policies

The Tickets From Emails page (Registry > Ticketing > Email Tickets) includes filters in the top row in the list of policies. You can specify one or more parameters to filter the display of Ticket from Email policies. Only Ticket from Email policies that meet all the filter criteria will be displayed in the Tickets From Emails page.

You can filter by one or more of the following parameters. The list of Ticket from Email policies is dynamically updated as you select each filter.

  • For each filter except Edit Date, you must enter text to match against. SL1 will search for Ticket from Email policies that match the text, including partial matches. Text matches are not case-sensitive. You can use the following special characters in each filter:
  • , (comma). Specifies an "or" operation. For example:

"dell, micro" would match all values that contain the string "dell" OR the string "micro".

  • & (ampersand). Specifies an "and" operation. For example:

"dell & micro" would match all values that contain the string "dell" AND the string "micro".

  • ! (exclamation mark). Specifies a "not" operation. For example:

"!dell" would match all values that do not contain the string "dell".

  • Policy Name. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the Tickets From Emails page will display only Ticket from Email policies that have a matching name.
  • Destination Email. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the Tickets From Emails page will display only Ticket from Email policies that are associated with a matching destination email.
  • Template. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the Tickets From Emails page will display only Ticket from Email policies that include a matching template name.
  • Template ID. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the Tickets From Emails page will display only Ticket from Email policies that include a matching template ID.
  • Edit User. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the Tickets From Emails page will display only Ticket from Email policies that have a matching "created by" or "edited by" value.

  • Edit Date. You can select from a list of time periods. The Tickets From Emails page will display only Ticket from Email policies that have been created or edited within that time period.
  • All. Display all policies that match the other filters.
  • Last Minute. Display only policies that have been created within the last minute.
  • Last Hour. Display only policies that have been created within the last hour.
  • Last Day. Display only policies that have been created within the last day.
  • Last Week. Display only policies that have been created within the last week.
  • Last Month. Display only policies that have been created within the last month.
  • Last Year. Display only policies that have been created within the last year.

Creating a Ticket from Email Policy

Perform the following steps to create a Ticket From Email policy:

  1. Go to the Tickets From Emails page (Registry > Ticketing > Email Tickets).
  2. In the Tickets From Emails page, click the Create button. The Add Policy page appears.
  3. In the Add Policy page, provide a value in each of the following fields:
  • Policy Name. Enter a name for the policy.
  • Destination Email. Enter the email address to which ticket emails will be sent. The email address you enter in this field must use one of the fully qualified domain names of the Database Server or All-In-One Appliance, i.e., one of the domain names you entered in the Authorized Email Domains field in the Email Settings page. Each Ticket from Email policy should have a unique email address.
  • Reply Email. Enter the email address from which SL1 will send notification emails. Users will reply to this email address to add notes to tickets created from email.
  • Ticket Template. Select a ticket template from the drop-down list. For more information on creating a ticket template, see the Ticketing section. The ticket template used will define the ticket queue and other attributes of tickets created by this Ticket from Email policy.
  • Ticket Access. Select a security level from the drop-down list. The following options are available:
  • Open Access. Any email sent to the Destination Email address will create a ticket.
  • Any Registered Users. Email sent to the Destination Email address from an email address associated with a user account in the SL1 system will create a ticket.
  • Registered Users in Queue. Email sent to the Destination Email address will create a ticket if:
    • The "from" email address is associated with a user account in the SL1 system.
    • The user account also has access to the ticket queue defined in the ticket template.
  • Ticket Creation Successful. Message that indicates that a ticket has been created successfully from the email.
  • If included in this field, the characters "%t" (without quotation marks) will be replaced with the ticket ID of the newly created ticket.
  • If included in this field, the characters "%W" (without quotation marks) will be replaced with a link to the newly created ticket.
  • Error: Sender not in Queue. Message that indicates that the ticket could not be created because the Registered Users in Queue option has been set, and the sender's email address does not match a user account that has access to the ticket queue defined in the selected ticket template.
  • Ticket Creation Failed. Message that indicates that the ticket could not be created.
  • Ticket Change Status/Update. Message that indicates that a note added by email successfully updated a ticket.
  • If included in this field, the characters "%t" (without quotation marks) will be replaced with the ticket ID of the newly created ticket.
  • If included in this field, the characters "%W" (without quotation marks) will be replaced with a link to the newly created ticket.
  • Error: Sender not Registered. Message that indicates that the ticket could not be created because the Any Registered Users option has been set, and the sender's email address does not match a user account.
  1. Click the Save button.

Sending an Email to Create a Ticket

To create a ticket, an inbound email must meet the following requirements:

  • The email is sent to an address defined in the Destination Email field in a Tickets from Email Policy.
  • The email is sent from an address that meets the criteria for the Ticket Access setting in the Tickets from Email Policy

If an inbound email meets both these criteria, a ticket will be created. The body of the email will be inserted as the first note in the ticket.

If the "%7" character is included in the Ticket Description field in the ticket template, the subject of the email will be substituted in for the "%7" character.

All other attributes of the ticket, such as queue and severity, are defined by the ticket template associated with the Tickets From Email policy.

Using Email to Add a Note to a Ticket

SL1 automatically sends a notice email (to the original sender of the email) if a ticket is created successfully from an email or if the ticket is updated with an email.

The user who receives the automatic notice email can add a note to the ticket by replying back to SL1. To add a note to the ticket, the user who receives the automatic notice from SL1 should:

  • reply to the automatic notice
  • not change the subject of the email
  • in the body of the email, include the text to attach to the ticket