API by Email and MSP Integration - Revision history

Dina at 07:34, 8 July 2020

2020-07-08T07:34:15Z

Dina at 12:08, 24 May 2020

2020-05-24T12:08:58Z

Dina at 10:54, 30 March 2020

2020-03-30T10:54:53Z

← Older revision		Revision as of 10:54, 30 March 2020
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	[[File:~~Commit_email_connector_setup_processing_automated_account_area~~.gif\|center]]		[[File:email_connector_setup_processing_automated_account_area.gif\|center]]

	To add a new account record detection rule, click the Add button. The following window will open:		To add a new account record detection rule, click the Add button. The following window will open:
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	Note that if an email is detected as automated, but the Asset is '''not found''', the email will be sent to the [[Email_Connector#Internal_Support_Team_Email\|Internal Support Team Email]] address for manual processing.		Note that if an email is detected as automated, but the Asset is '''not found''', the email will be sent to the [[Email_Connector#Internal_Support_Team_Email\|Internal Support Team Email]] address for manual processing.

	[[File:~~Commitcrm_email_connector_setup_processing_automated_asset_area~~.png\|center]]		[[File:email_connector_setup_processing_automated_asset_area.png\|center]]

	To add a new asset record detection rule, click the Add button. The following window will open:		To add a new asset record detection rule, click the Add button. The following window will open:

	[[File:~~Commitcrm_email_connector_setup_processing_automated_settings_asset_detection_rules~~.png\|center]]		[[File:email_connector_setup_processing_automated_settings_asset_detection_rules.png\|center]]

	*'''Search for''' - CommitCRM can find the matching Asset for an incoming email by searching for:		*'''Search for''' - CommitCRM can find the matching Asset for an incoming email by searching for:

Dina: /* Automated Emails Account Detection Rules */

2016-01-10T11:44:16Z

Automated Emails Account Detection Rules

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 <br>
 In this example, the system will search for the Account Name or Record ID in emails which were detected as Automated and were not Skipped. If the subject line contains the phrase "Alert for Site," it will then take the phrase after this, and before the next comma, and will check if the Account Name appears there to see if it should search for the Account in CommitCRM.
 ==MSP Integration==

Sheli: /* API by Email (XML Formatted Emails) */

2011-06-05T10:51:12Z

API by Email (XML Formatted Emails)

← Older revision		Revision as of 10:51, 5 June 2011
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	*BCC each Response Email to (optional) – If you would like to store all automatic outgoing emails sent in response to processed XML messages, you can automatically BCC your own support team or any other email address where these messages can be stored (again, DO NOT send these automatic emails to the Email Connector Incoming Email Address which is being used for all XML support requests processed by the Email Connector).		*BCC each Response Email to (optional) – If you would like to store all automatic outgoing emails sent in response to processed XML messages, you can automatically BCC your own support team or any other email address where these messages can be stored (again, DO NOT send these automatic emails to the Email Connector Incoming Email Address which is being used for all XML support requests processed by the Email Connector).

			See more details on the XML formats and examples in [[API_Code_Samples#XML_samples\|XML Code Samples]].
	<br>		<br>

Sheli: /* MSP Integration */

2010-11-29T18:30:37Z

MSP Integration

← Older revision		Revision as of 18:30, 29 November 2010
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	==MSP Integration==		==MSP Integration==
	The [[API_by_Email_and_MSP_Integration#Automated_Emails]] feature provides an easy way to automatically process incoming email alerts arriving from MSP systems and create a Ticket for the alert.		The [[API_by_Email_and_MSP_Integration#Automated_Emails\|Automated Emails]] feature provides an easy way to automatically process incoming email alerts arriving from MSP systems and create a Ticket for the alert.

	For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].		For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].

Sheli: /* MSP Integration */

2010-11-29T18:30:15Z

MSP Integration

← Older revision		Revision as of 18:30, 29 November 2010
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	==MSP Integration==		==MSP Integration==
	The [[API_by_Email_and_MSP_Integration#~~Automated Emails~~]] feature provides an easy way to automatically process incoming email alerts arriving from MSP systems and create a Ticket for the alert.		The [[API_by_Email_and_MSP_Integration#Automated_Emails]] feature provides an easy way to automatically process incoming email alerts arriving from MSP systems and create a Ticket for the alert.

	For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].		For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].

Sheli: /* MSP Integration */

2010-11-29T18:29:47Z

MSP Integration

← Older revision		Revision as of 18:29, 29 November 2010
Line 153:		Line 153:

	==MSP Integration==		==MSP Integration==
	The [[Automated Emails]] feature provides an easy way to automatically process incoming email alerts arriving from MSP systems and create a Ticket for the alert.		The [[API_by_Email_and_MSP_Integration#Automated Emails]] feature provides an easy way to automatically process incoming email alerts arriving from MSP systems and create a Ticket for the alert.

	For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].		For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].

Sheli: /* See Also */

2010-11-29T18:29:07Z

Sheli: /* MSP Integration */

2010-11-29T18:20:26Z

MSP Integration

← Older revision		Revision as of 18:20, 29 November 2010
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	<br>		<br>

	~~==MSP Integration==~~
	~~The ''API by Email'' provides an easy way to automatically process incoming email alerts arriving from MSP systems and automatically create a Ticket for the alert.~~

	~~For more details and recommended settings for the each supported MSP systems see [[MSP_Integration_Setup\|MSP Systems Integration]].~~

	==Automated Emails==		==Automated Emails==

← Older revision		Revision as of 07:34, 8 July 2020
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	Setting up the Automated Emails section is optional and is required only when working with external systems (such as external MSP system) which send formatted email alerts to the Email Connector.		Setting up the Automated Emails section is optional and is required only when working with external systems (such as external MSP system) which send formatted email alerts to the Email Connector.

	The Automated Email feature in ~~CommitCRM~~ processes incoming emails that have been sent to the Email Address defined for the Email Connector. The emails processed are from automated sources, such as an MSP alerting application, and the Automated Email feature analyzes the email's header in order to create the relevant Tickets in ~~CommitCRM~~.		The Automated Email feature in RangerMSP processes incoming emails that have been sent to the Email Address defined for the Email Connector. The emails processed are from automated sources, such as an MSP alerting application, and the Automated Email feature analyzes the email's header in order to create the relevant Tickets in RangerMSP.

	This feature allows you to define a set of rules which will be activated one after the other to help the system detect pre-defined email formats, and create Tickets for them. As opposed to the "New Ticket From Email" feature, automated emails do not necessarily originate from a customer's email address, so it is difficult for the system to determine the customer for whom a new Ticket should be opened.		This feature allows you to define a set of rules which will be activated one after the other to help the system detect pre-defined email formats, and create Tickets for them. As opposed to the "New Ticket From Email" feature, automated emails do not necessarily originate from a customer's email address, so it is difficult for the system to determine the customer for whom a new Ticket should be opened.
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	====Automated Emails Account Detection Rules====		====Automated Emails Account Detection Rules====

	The Account Detection rules tell the system how to detect the Account (customer) related to an automated email. The Account name/ID can be found in the email subject, or by matching the sender's email address with an Account email address in ~~CommitCRM~~. These rules are applied to emails which the email detection rules have used to identify as automated email.		The Account Detection rules tell the system how to detect the Account (customer) related to an automated email. The Account name/ID can be found in the email subject, or by matching the sender's email address with an Account email address in RangerMSP. These rules are applied to emails which the email detection rules have used to identify as automated email.

	When an Account is detected, a Ticket will be created for this Account in ~~CommitCRM~~, based on the incoming email message. Note that if an email is detected as automated, but the account is '''not found''', the email will be sent to the [[Email_Connector#Internal_Support_Team_Email\|Internal Support Team Email]] address for manual processing.		When an Account is detected, a Ticket will be created for this Account in RangerMSP, based on the incoming email message. Note that if an email is detected as automated, but the account is '''not found''', the email will be sent to the [[Email_Connector#Internal_Support_Team_Email\|Internal Support Team Email]] address for manual processing.

	The Account Record Detection Rules settings window has two parts:		The Account Record Detection Rules settings window has two parts:
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	[[File:email_connector_setup_processing_automated_settings_account_window.gif\|center]]		[[File:email_connector_setup_processing_automated_settings_account_window.gif\|center]]

	*'''Search for''' - ~~CommitCRM~~ can find the matching Account for an incoming email by searching for:		*'''Search for''' - RangerMSP can find the matching Account for an incoming email by searching for:
	** The '''Account Name''' as listed under the File As... field for this Account		** The '''Account Name''' as listed under the File As... field for this Account
	** The '''Foreign System ID''' as listed under one of the following fields for this Account: Account #, Account ID, Field1, Field2, Field3, Field4. Each of these fields can contain an external identifier of the foreign system, which identifies this Account in ~~CommitCRM~~ (for example, the internal client ID as defined in the MSP system).		** The '''Foreign System ID''' as listed under one of the following fields for this Account: Account #, Account ID, Field1, Field2, Field3, Field4. Each of these fields can contain an external identifier of the foreign system, which identifies this Account in RangerMSP (for example, the internal client ID as defined in the MSP system).
	** The Account's '''~~CommitCRM~~ Record ID''' number (The ~~CommitCRM~~ Record ID number appears in the Notes tab of every Account. To capture it, click or right click the 'RecID' button at the bottom of the tab.) The Record ID is the internal database ID in ~~CommitCRM~~.		** The Account's '''RangerMSP Record ID''' number (The RangerMSP Record ID number appears in the Notes tab of every Account. To capture it, click or right click the 'RecID' button at the bottom of the tab.) The Record ID is the internal database ID in RangerMSP.

	For some systems that send automated email you can use the Account Name or the Account Foreign System ID for Account identification. In case you use the Account Foreign System ID, you can store the ID in any of the fields listed above.		For some systems that send automated email you can use the Account Name or the Account Foreign System ID for Account identification. In case you use the Account Foreign System ID, you can store the ID in any of the fields listed above.

	*'''It is Located''' – You can define in which situations ~~CommitCRM~~ should identify incoming emails with an Account name or Record ID in the subject line as automated. Following are the location rules you can define to help ~~CommitCRM~~ determine whether an incoming email should be defined as automated or not:		*'''It is Located''' – You can define in which situations RangerMSP should identify incoming emails with an Account name or Record ID in the subject line as automated. Following are the location rules you can define to help RangerMSP determine whether an incoming email should be defined as automated or not:
	**if the Account Name or Record ID appears '''right after''' a word/phrase in the subject		**if the Account Name or Record ID appears '''right after''' a word/phrase in the subject
	**if the Account Name or Record ID appears '''just before''' a word/phrase in the subject		**if the Account Name or Record ID appears '''just before''' a word/phrase in the subject
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	<br>		<br>
	In this example, the system will search for the Account Name or Record ID in emails which were detected as Automated and were not Skipped. If the subject line contains the phrase "Alert for Site," it will then take the phrase after this, and before the next comma, and will check if the Account Name appears there to see if it should search for the Account in ~~CommitCRM~~.		In this example, the system will search for the Account Name or Record ID in emails which were detected as Automated and were not Skipped. If the subject line contains the phrase "Alert for Site," it will then take the phrase after this, and before the next comma, and will check if the Account Name appears there to see if it should search for the Account in RangerMSP.
	<br><br>		<br><br>

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	[[File:email_connector_setup_processing_automated_settings_asset_detection_rules.png\|center]]		[[File:email_connector_setup_processing_automated_settings_asset_detection_rules.png\|center]]

	*'''Search for''' - ~~CommitCRM~~ can find the matching Asset for an incoming email by searching for:		*'''Search for''' - RangerMSP can find the matching Asset for an incoming email by searching for:
	** '''Asset Code'''		** '''Asset Code'''
	**'''Asset Name'''		**'''Asset Name'''
	** The '''Foreign System ID''' as listed under one of the following fields for this Asset: Asset Serial, Vendor Serial No, Field1, Field2, Field3, Field4, Field5. Each of these fields can contain an external identifier of the foreign system, which identifies this Asset in ~~CommitCRM~~ (for example, the internal asset/device ID as defined in the MSP system).		** The '''Foreign System ID''' as listed under one of the following fields for this Asset: Asset Serial, Vendor Serial No, Field1, Field2, Field3, Field4, Field5. Each of these fields can contain an external identifier of the foreign system, which identifies this Asset in RangerMSP (for example, the internal asset/device ID as defined in the MSP system).
	** The Asset's '''~~CommitCRM~~ Record ID''' number (The ~~CommitCRM~~ Record ID number appears in the Notes tab of every Asset. To capture it, click or right click the 'RecID' button at the bottom of the tab.) The Record ID is the internal database ID in ~~CommitCRM~~.		** The Asset's '''RangerMSP Record ID''' number (The RangerMSP Record ID number appears in the Notes tab of every Asset. To capture it, click or right click the 'RecID' button at the bottom of the tab.) The Record ID is the internal database ID in RangerMSP.

	For some systems that send automated email you can use the Asset Name or Asset Code or the Asset Foreign System ID for Asset identification. In case you use the Asset Foreign System ID, you can store the ID in any of the fields listed above.		For some systems that send automated email you can use the Asset Name or Asset Code or the Asset Foreign System ID for Asset identification. In case you use the Asset Foreign System ID, you can store the ID in any of the fields listed above.

	*'''It is Located''' – You can define in which situations ~~CommitCRM~~ should identify incoming emails with one of the Asset fields in the subject line as automated. Following are the location rules you can define to help ~~CommitCRM~~ determine whether an incoming email should be defined as automated or not:		*'''It is Located''' – You can define in which situations RangerMSP should identify incoming emails with one of the Asset fields in the subject line as automated. Following are the location rules you can define to help RangerMSP determine whether an incoming email should be defined as automated or not:
	**if the select Asset field appears '''right after''' a word/phrase in the subject		**if the select Asset field appears '''right after''' a word/phrase in the subject
	**if the select Asset field appears '''just before''' a word/phrase in the subject		**if the select Asset field appears '''just before''' a word/phrase in the subject
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	<br>		<br>
	In this example, the system will search for the Asset Code in emails which were detected as Automated and were not Skipped. If the subject line contains the phrase "Alert for device:," it will then take the phrase after this, and before the next comma, and will check if the Asset Code appears there to see if it should search for the Asset in ~~CommitCRM~~.		In this example, the system will search for the Asset Code in emails which were detected as Automated and were not Skipped. If the subject line contains the phrase "Alert for device:," it will then take the phrase after this, and before the next comma, and will check if the Asset Code appears there to see if it should search for the Asset in RangerMSP.
	<br><br>		<br><br>

← Older revision		Revision as of 12:08, 24 May 2020
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	The Email Connector setup window is designed as a flow chart, which represents the lifecycle of the email as it is processed. Each step in the flow requires configuring settings to instruct the system how to handle that step.		The Email Connector setup window is designed as a flow chart, which represents the lifecycle of the email as it is processed. Each step in the flow requires configuring settings to instruct the system how to handle that step.

	[[File:~~Commit_email_connector_setup_scroll_window~~.zoom70.png\|center]]		[[File:email_connector_setup_scroll_window.zoom70.png\|center]]


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	When an email containing XML formatting is detected, the system analyzes the XML content of the email and performs the appropriate action. You may also send automatic replies in response to XML formatted email (see Setting Up Responses Parameters below).		When an email containing XML formatting is detected, the system analyzes the XML content of the email and performs the appropriate action. You may also send automatic replies in response to XML formatted email (see Setting Up Responses Parameters below).

	[[File:~~Commit_email_connector_setup_processing_api_window~~.~~gif~~\|center]]		[[File:email_connector_setup_processing_api_window.png\|center]]

	<u>'''The following settings should be defined here:'''</u>		<u>'''The following settings should be defined here:'''</u>
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	Automated Email Processing includes the following phases:		Automated Email Processing includes the following phases:

	[[File:~~Commit_email_connector_automated_flow~~.zoom72.png\|center]]		[[File:email_connector_automated_flow.zoom72.png\|center]]

	To set up the rules for these phases, follow the instructions in the [[API by Email and MSP Integration#Automated Email Settings\|Automated Email Settings]] section below.		To set up the rules for these phases, follow the instructions in the [[API by Email and MSP Integration#Automated Email Settings\|Automated Email Settings]] section below.
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	When the Automated Email feature is Active (ON), you can configure the rules for processing emails by clicking on the Automated Email Settings button.		When the Automated Email feature is Active (ON), you can configure the rules for processing emails by clicking on the Automated Email Settings button.

	[[File:~~Commit_email_connector_setup_processing_automated_window~~.~~gif~~\|center]]		[[File:email_connector_setup_processing_automated_window.png\|center]]

	When clicking the Automated Email Settings, the following window will open:		When clicking the Automated Email Settings, the following window will open:

	[[File:~~Commit_email_connector_setup_processing_automated_settings_window~~.~~gif~~\|center]]		[[File:email_connector_setup_processing_automated_settings_window.png\|center]]

	In this window you can add the processing rules. The rules are processed in the order displayed in the window, according to the Automated Emails Processing Flow. Note that the rules are not case-sensitive.		In this window you can add the processing rules. The rules are processed in the order displayed in the window, according to the Automated Emails Processing Flow. Note that the rules are not case-sensitive.
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	Automated email detection rules tell the system how to identify incoming automated emails which need to be processed. The detection rule includes the Sender's address and a word/phrase in the email's subject line.		Automated email detection rules tell the system how to identify incoming automated emails which need to be processed. The detection rule includes the Sender's address and a word/phrase in the email's subject line.

	[[File:~~Commit_email_connector_setup_processing_automated_detection_area~~.~~gif~~\|center]]		[[File:email_connector_setup_processing_automated_detection_area.png\|center]]

	In the Automated Email Detection Rule area, click New. The following window will open:		In the Automated Email Detection Rule area, click New. The following window will open:

	[[File:~~Commit_email_connector_setup_processing_automated_settings_detection_window~~.zoom87.png\|center]]		[[File:email_connector_setup_processing_automated_settings_detection_window.zoom87.png\|center]]

	In this window you define a the Email Detection Rule:		In this window you define a the Email Detection Rule:
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	After clicking OK, the rule will appear in the detection rules section as follows:		After clicking OK, the rule will appear in the detection rules section as follows:

	[[File:~~Commit_email_connector_setup_processing_automated_settings_detection_rule~~.gif\|center]]		[[File:email_connector_setup_processing_automated_settings_detection_rule.gif\|center]]

	In this example, any email which comes from alerts@externalsystem.com, and contains the word "Alert" in the email subject line will be detected and identified as an automated email.		In this example, any email which comes from alerts@externalsystem.com, and contains the word "Alert" in the email subject line will be detected and identified as an automated email.
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	This can be useful when working with Managed Services systems (MSP) that send several alerts for the same event or send several status updates of the same event, and you only want to process and open a new service Ticket for the first alert regarding this event.		This can be useful when working with Managed Services systems (MSP) that send several alerts for the same event or send several status updates of the same event, and you only want to process and open a new service Ticket for the first alert regarding this event.

	[[File:~~Commit_email_connector_setup_processing_automated_skip_area~~.~~gif~~\|center]]		[[File:email_connector_setup_processing_automated_skip_area.png\|center]]

	In the Skip Rules area, click '''New'''. The following window will open:		In the Skip Rules area, click '''New'''. The following window will open:

	[[File:~~Commit_email_connector_setup_processing_automated_settings_skip_window~~.gif\|center]]		[[File:email_connector_setup_processing_automated_settings_skip_window.gif\|center]]

	In this window you define a the Email Skip Rule:		In this window you define a the Email Skip Rule:
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	After clicking OK, the rule will appear in the Skip rules section as follows:		After clicking OK, the rule will appear in the Skip rules section as follows:

	[[File:~~Commit_email_connector_setup_processing_automated_settings_skip_rule~~.gif\|center]]		[[File:email_connector_setup_processing_automated_settings_skip_rule.gif\|center]]

	In this example, emails that were detected as automated but have the phrase 'Alert Self Healed' anywhere in their subject will be skipped and forwarded.		In this example, emails that were detected as automated but have the phrase 'Alert Self Healed' anywhere in their subject will be skipped and forwarded.
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	To add a new account record detection rule, click the Add button. The following window will open:		To add a new account record detection rule, click the Add button. The following window will open:

	[[File:~~Commit_email_connector_setup_processing_automated_settings_account_window~~.gif\|center]]		[[File:email_connector_setup_processing_automated_settings_account_window.gif\|center]]

	*'''Search for''' - CommitCRM can find the matching Account for an incoming email by searching for:		*'''Search for''' - CommitCRM can find the matching Account for an incoming email by searching for: