BMS Service Desk | Email Parser | Scenarios where the email parser would create known vs. unknown tickets

Question: How do unknown tickets get created vs. known tickets in BMS?

Answer: Below is a summary of scenarios as to when the Parser will create known vs. unknown tickets: 

1. email@support.com sends an email to the Email Parser:
   • email@support.com does not exist in BMS under CRM > Contacts.
   • This will result in an unknown ticket.
2. email@support.com sends an email to the Email Parser:
   • email@support.com does not exist in BMS under CRM > Contacts.
   • support.com is however defined as a valid Domain Name under CRM > Accounts
   • This will result in a known ticket.
3. email@support.com sends an email to the Email Parser:
   • email@support.com is a known Contact in BMS
   • This will result in a known ticket.
4. email@support.com sends an email to the Email Parser:
   • email@support.com is a known Contact in BMS but it exists under two different CRM Accounts
   • This will result in an unknown ticket.
5. email@support.com sends an email to the Email Parser:
   • email@support.com is a known Contact in BMS, CRM Account "Microsoft"
   • support.com is defined as a valid Domain Name, CRM > Accounts "Oracle"
   • This will result in an unknown ticket.
6. email@support.com sends an email to the Email Parser:
   • email@support.com is a known Contact in BMS
   • email@support.com is defined as an Employee in BMS
   • This will result in a known ticket.
7. email@support.com sends an email to the Email Parser:
   • email@support.com is defined only as an Employee in BMS
   • This will result in an unknown ticket.

Applies to: BMS Email Parser.