Setting up Email Parser in PSA

Introduction

Email parsers can be configured to pull specific data fields from incoming emails of your mailbox. These emails are converted to tickets based on the settings specified in the parser. Our email parser engine uses IMAP to login and parses tickets from your mailbox.

Features

  • Emails from active parsers are converted to tickets accessible under Service Desk > Tickets.
  • The system picks up the email address by the sender and then looks for contact to associate the ticket.
  • Tickets will be created under Service Desk > Unknown Tickets for emails coming from a sender whose contact is not present in PSA.
  • Email responses will be added as notes to an existing ticket when the email is appended with #[%Ticket Number%]# in the subject line.
  • Emails without subject will be parsed to tickets with Title N/A
  • More than one mailbox can be setup as parsers.
  • New contacts will be added when emails are from a domain name that is listed for Accounts in CRM.
  • System runs a status check on the parser and updates run time every minute.
  • Parser failures: After 120 failed login attempts, email parser will be inactivated. A notification about the deactivation will be seen on the notification menu.mceclip0.png

Setup

The setup consists of mail configuration and settings for the parser.

IMAP Configuration

This section covers the configuration details for the most common mail service providers. If you have any firewall restrictions, whitelist the ips mentioned here before you begin the configuration.

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O365
  • Incoming Mail Server: outlook.office365.com
  • Server Port Number: 993
  • EncryptionType: SSL
  • Username: [your mail address]
  • Password: [your mailbox password] or [App Specific Password]
Gmail
  • Incoming Mail Server: imap.gmail.com
  • Server Port Number: 993
  • EncryptionType: SSL
  • Username: [your Gmail address]
  • Password: [your Gmail password] or [App Specific Password]

Tip! Allow the account to be accessed by a 3rd party in Google

Depending on your google administrator settings you will have to turn on Less secure app access to allow the email account to be accessed by BMS. You will receive a client not authenticated error message in BMS if the authentication fails.

Exchange
  • Incoming Mail Server: In most cases, it is mail.<name of service>.com or imap.<name of service>.com
  • You can find your exchange server details on your web outlook (OWA). Navigate to Settings Mail > POP and IMAP
  • Username: [your Exchange address]
  • Password: [your Exchange password] or [App Specific Password]
  • Security Protocol: SSL
MFA Shared Mailbox
For mailboxes with MFA enabled, you can make use of app passwords that can be generated from your service providers like Google, Microsoft. When setting up the parser enter the app password in place of the mailbox password. 
Contact your email provider for assistance with generating app passwords. 
Important! Its always recommended testing your configuration on the test connectivity tool. If the connections indicate a failure here it would evidently also fail when setting up with BMS. 

Settings

    1. Navigate to Admin > Service Desk > Email Parser
    2. Basics
      • Fill in your mailbox name, username, email, and password in this form.  
      • Add Attachments to Ticket: Show files attached in the email on the ticket from the parser. 
      • Add CCs to Tickets: - If the original email contains cc's, enabling this will show cc's on the ticket created by the parser. 
      • Add Original Email as Attachment: Ability to show the .eml attachment of the original email on the Attachments tab of the tickets created by the parser
    3. Defaults: Choose default ticket properties to be added to the tickets originating from the parser of your mailbox. You can either choose to define a queue or assignee or both as your default options. 
    4. IMAP settings: Fill in the mailbox provider details here.
      • Search folder: You can also choose the folder for the parser to search and convert emails to tickets. Search folder field is case sensitive.   
    5. Notifications:
      • Notify Sender: Sucess or Failure notifications for parsed emails to tickets can be sent to the sender only or all cc's. 
      • Notify Internal Resources: Sucess or Failure notifications for parsed emails can be sent to selected employees part of your system. Additional emails can be added under notified others. 
      • Who to Notify when Email Parser is Down: Send an email notification to the listed emails address when parser failure is detected. 
      • Additional emails are separated by enter key. mceclip1.png
Note: If you have notifications set up in Workflows and also enabled here, duplicate emails will be triggered. 
  1. Black List: Email addresses listed here will be ignored. 
  2. Black List Keywords: When parser receives emails containing the keywords listed here it will not be converted to a ticket. 
  3. Logs: Lists the logs noted when the parser fails to connect to the mailbox. 

Admin Dependencies.

  • Ticket defaults such as priorities, SLA, Ticket types, queues are defined under Admin > Service Desk.
  • Assignee field is derived from employees.
  • Templates to choose for notifications are created under Admin > Business Process > Email Templates.
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