Email Connector FAQ - Revision history

Dina at 08:09, 8 July 2020

2020-07-08T08:09:11Z

Robert at 10:17, 1 September 2013

2013-09-01T10:17:31Z

Sheli at 10:48, 15 April 2010

2010-04-15T10:48:35Z

← Older revision		Revision as of 10:48, 15 April 2010
Line 53:		Line 53:
	===Why do attached emails only open in Outlook Express?===		===Why do attached emails only open in Outlook Express?===
	CommitCRM stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility).		CommitCRM stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility).
	The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange. Other email clients cannot view these emails.		The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange (see [[#Can I use other editions of Microsoft Outlook to load .EML files?\|Can I use other editions of Microsoft Outlook to load .EML files?]] for possible workaround). Other email clients cannot view these emails.

	Note that the first time you open an .eml file you may be prompted to set up Outlook Express. Click '''Cancel''', and the files will be opened anyways.		Note that the first time you open an .eml file you may be prompted to set up Outlook Express. Click '''Cancel''', and the files will be opened anyways.
			<br>
			===Can I use other editions of Microsoft Outlook to load .EML files?===
			Contributed by: '''AscendNet'''. <br>
			Yes. The default program associated with loading .EML files is '''Outlook Express'''; however, since most customers are more comfortable with using other editions of Microsoft Outlook, the following information has been made public allowing you to unlock the .EML file association, by editing a '''registry key'''. The registry key can be edited automatically by double clicking any of the '''.key''' files supplied in the tutorial. '''

			'''Please note that we do not support this registry hack; however, we understand that most of our users are interested in this once they've become more familiar with the Email Connector. Using any of the methods in the following link as well as performing any registry editing should not be done lightly, and therefore obtaining and using the information in the following external link is done at your own risk.'''

			*If you agree, and wish to continue to the workaround, [http://www.msoutlook.info/question/354 please click here].

			<br>
	===If I already set up other Commit Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?===		===If I already set up other Commit Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?===
	All Commit Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.		All Commit Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.
Line 77:		Line 85:
	You can read more about this feature in the Commit Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		You can read more about this feature in the Commit Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].


	~~===Can I use other editions of Microsoft Outlook to load .EML files?===~~
	~~Contributed by: '''AscendNet'''. <br>~~
	Yes. The default program associated with loading .EML files is '''Outlook Express'''; however, since most customers are more comfortable with using other editions of Microsoft Outlook, the following information has been made public allowing you to unlock the .EML file association, by editing a '''registry key'''. The registry key can be edited automatically by double clicking any of the '''.key''' files supplied in the tutorial. '''

	'''Please note that we do not support this registry hack; however, we understand that most of our users are interested in this once they've become more familiar with the Email Connector. Using any of the methods in the following link as well as performing any registry editing should not be done lightly, and therefore obtaining and using the information in the following external link is done at your own risk.'''

	*If you agree, and wish to continue to the workaround, [http://www.msoutlook.info/question/354 please click here].

	~~<br>~~
	===How can my customers sign themselves up for support in CommitCRM?===		===How can my customers sign themselves up for support in CommitCRM?===
	Using the Commit Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].		Using the Commit Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].

Reno: /* How can my customers sign themselves up for support in CommitCRM? */

2010-01-21T21:48:29Z

How can my customers sign themselves up for support in CommitCRM?

← Older revision		Revision as of 21:48, 21 January 2010
Line 88:		Line 88:
	<br>		<br>
	===How can my customers sign themselves up for support in CommitCRM?===		===How can my customers sign themselves up for support in CommitCRM?===
	Using the Commit Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new ~~user~~, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].		Using the Commit Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].

	<br>		<br>

Reno at 19:29, 21 January 2010

2010-01-21T19:29:39Z

← Older revision		Revision as of 19:29, 21 January 2010
Line 1:		Line 1:
	{{faq}}		{{faq}}
	~~__TOC__~~
	===Getting Started===		===Getting Started===
	*[[Email Connector FAQ#What is the difference between the "Public Email Address" and the "Internal Support Email address"?\|What is the difference between the "Public Email Address" and the "Internal Support Email address"?]]		*[[Email Connector FAQ#What is the difference between the "Public Email Address" and the "Internal Support Email address"?\|What is the difference between the "Public Email Address" and the "Internal Support Email address"?]]
Line 14:		Line 14:
	*[[Email Connector FAQ#What can I do with the Automated Emails Part in the Email Connector?\|What can I do with the Automated Emails Part in the Email Connector?]]		*[[Email Connector FAQ#What can I do with the Automated Emails Part in the Email Connector?\|What can I do with the Automated Emails Part in the Email Connector?]]
	*[[Email_Connector_FAQ#Can_I_use_other_editions_of_Microsoft_Outlook_to_load_.EML_files.3F\|Can I use other editions of Microsoft Outlook to load .EML files?]]		*[[Email_Connector_FAQ#Can_I_use_other_editions_of_Microsoft_Outlook_to_load_.EML_files.3F\|Can I use other editions of Microsoft Outlook to load .EML files?]]
			*[[Email_Connector_FAQ#How_can_my_customers_sign_themselves_up_for_support_in_CommitCRM.3F\|How can my customers sign themselves up for support in CommitCRM?]]

	<br>		<br>

Reno at 19:28, 21 January 2010

2010-01-21T19:28:32Z

← Older revision		Revision as of 19:28, 21 January 2010
Line 1:		Line 1:
	{{faq}}		{{faq}}
			__TOC__
	===Getting Started===		===Getting Started===
	*[[Email Connector FAQ#What is the difference between the "Public Email Address" and the "Internal Support Email address"?\|What is the difference between the "Public Email Address" and the "Internal Support Email address"?]]		*[[Email Connector FAQ#What is the difference between the "Public Email Address" and the "Internal Support Email address"?\|What is the difference between the "Public Email Address" and the "Internal Support Email address"?]]

Reno: /* Can I use other editions of Microsoft Outlook to load .EML files? */

2010-01-21T19:28:09Z

Can I use other editions of Microsoft Outlook to load .EML files?

← Older revision		Revision as of 19:28, 21 January 2010
Line 84:		Line 84:

	*If you agree, and wish to continue to the workaround, [http://www.msoutlook.info/question/354 please click here].		*If you agree, and wish to continue to the workaround, [http://www.msoutlook.info/question/354 please click here].

			<br>
			===How can my customers sign themselves up for support in CommitCRM?===
			Using the Commit Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new user, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].

	<br>		<br>

Reno: /* Advanced Use */

2009-12-22T21:43:14Z

Advanced Use

← Older revision		Revision as of 21:43, 22 December 2009
Line 13:		Line 13:
	*[[Email Connector FAQ#Can I integrate with MSP systems using the Email Connector?\|Can I integrate with MSP systems using the Email Connector?]]		*[[Email Connector FAQ#Can I integrate with MSP systems using the Email Connector?\|Can I integrate with MSP systems using the Email Connector?]]
	*[[Email Connector FAQ#What can I do with the Automated Emails Part in the Email Connector?\|What can I do with the Automated Emails Part in the Email Connector?]]		*[[Email Connector FAQ#What can I do with the Automated Emails Part in the Email Connector?\|What can I do with the Automated Emails Part in the Email Connector?]]
			*[[Email_Connector_FAQ#Can_I_use_other_editions_of_Microsoft_Outlook_to_load_.EML_files.3F\|Can I use other editions of Microsoft Outlook to load .EML files?]]

	<br>		<br>
	*[[Email Connector FAQ#See Also\|See Also]]		*[[Email Connector FAQ#See Also\|See Also]]
	----		----


	===What is the difference between the "Public Email Address" and the "Internal Support Email address"?===		===What is the difference between the "Public Email Address" and the "Internal Support Email address"?===

Reno: /* Can I use other editions of Microsoft Outlook to load .EML files? */

2009-12-22T21:23:02Z

Can I use other editions of Microsoft Outlook to load .EML files?

← Older revision		Revision as of 21:23, 22 December 2009
Line 78:		Line 78:

	===Can I use other editions of Microsoft Outlook to load .EML files?===		===Can I use other editions of Microsoft Outlook to load .EML files?===
			Contributed by: '''AscendNet'''. <br>
	Yes. The default program associated with loading .EML files is '''Outlook Express'''; however, since most customers are more comfortable with using other editions of Microsoft Outlook, the following information has been made public allowing you to unlock the .EML file association, by editing a '''registry key'''. The registry key can be edited automatically by double clicking any of the '''.key''' files supplied in the tutorial. '''		Yes. The default program associated with loading .EML files is '''Outlook Express'''; however, since most customers are more comfortable with using other editions of Microsoft Outlook, the following information has been made public allowing you to unlock the .EML file association, by editing a '''registry key'''. The registry key can be edited automatically by double clicking any of the '''.key''' files supplied in the tutorial. '''

Reno: /* Can I use other editions of Microsoft Outlook to load .EML files? */

2009-12-22T21:20:31Z

Can I use other editions of Microsoft Outlook to load .EML files?

← Older revision		Revision as of 21:20, 22 December 2009
Line 80:		Line 80:
	Yes. The default program associated with loading .EML files is '''Outlook Express'''; however, since most customers are more comfortable with using other editions of Microsoft Outlook, the following information has been made public allowing you to unlock the .EML file association, by editing a '''registry key'''. The registry key can be edited automatically by double clicking any of the '''.key''' files supplied in the tutorial. '''		Yes. The default program associated with loading .EML files is '''Outlook Express'''; however, since most customers are more comfortable with using other editions of Microsoft Outlook, the following information has been made public allowing you to unlock the .EML file association, by editing a '''registry key'''. The registry key can be edited automatically by double clicking any of the '''.key''' files supplied in the tutorial. '''

	Please note that we do not support this registry hack; however, we understand that most of our users are interested in this once they've become more familiar with the Email Connector. Using any of the methods in the following link as well as performing any registry editing should not be done lightly, and therefore obtaining and using the information in the following external link is done at your own risk.		'''Please note that we do not support this registry hack; however, we understand that most of our users are interested in this once they've become more familiar with the Email Connector. Using any of the methods in the following link as well as performing any registry editing should not be done lightly, and therefore obtaining and using the information in the following external link is done at your own risk.'''

	*If you agree, and wish to continue to the workaround, [http://www.msoutlook.info/question/354 please click here].		*If you agree, and wish to continue to the workaround, [http://www.msoutlook.info/question/354 please click here].

← Older revision		Revision as of 08:09, 8 July 2020
Line 3:		Line 3:
	===Getting Started===		===Getting Started===
	*[[Email Connector FAQ#What is the difference between the "Public Email Address" and the "Internal Support Email address"?\|What is the difference between the "Public Email Address" and the "Internal Support Email address"?]]		*[[Email Connector FAQ#What is the difference between the "Public Email Address" and the "Internal Support Email address"?\|What is the difference between the "Public Email Address" and the "Internal Support Email address"?]]
	*[[Email Connector FAQ#How does the Email Connector associate Emails with ~~CommitCRM~~ Accounts?\|How does the Email Connector associate Emails with ~~CommitCRM~~ Accounts?]]		*[[Email Connector FAQ#How does the Email Connector associate Emails with RangerMSP Accounts?\|How does the Email Connector associate Emails with RangerMSP Accounts?]]
	*[[Email Connector FAQ#What happens when the "From" address cannot be matched?\|What happens when the "From" address cannot be matched?]]		*[[Email Connector FAQ#What happens when the "From" address cannot be matched?\|What happens when the "From" address cannot be matched?]]
	*[[Email Connector FAQ#When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?\|When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?]]		*[[Email Connector FAQ#When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?\|When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?]]
	*[[Email Connector FAQ#If I already set up other ~~CommitCRM~~ Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?\|If I already set up other ~~CommitCRM~~ Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?]]		*[[Email Connector FAQ#If I already set up other RangerMSP Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?\|If I already set up other RangerMSP Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?]]

	===Advanced Use===		===Advanced Use===
Line 14:		Line 14:
	*[[Email Connector FAQ#What can I do with the Automated Emails Part in the Email Connector?\|What can I do with the Automated Emails Part in the Email Connector?]]		*[[Email Connector FAQ#What can I do with the Automated Emails Part in the Email Connector?\|What can I do with the Automated Emails Part in the Email Connector?]]
	*[[Email_Connector_FAQ#Can_I_use_other_editions_of_Microsoft_Outlook_to_load_.EML_files.3F\|Can I use other editions of Microsoft Outlook to load .EML files?]]		*[[Email_Connector_FAQ#Can_I_use_other_editions_of_Microsoft_Outlook_to_load_.EML_files.3F\|Can I use other editions of Microsoft Outlook to load .EML files?]]
	*[[Email_Connector_FAQ#~~How_can_my_customers_sign_themselves_up_for_support_in_CommitCRM~~.3F\|How can my customers sign themselves up for support in ~~CommitCRM~~?]]		*[[Email_Connector_FAQ#How_can_my_customers_sign_themselves_up_for_support_in_RangerMSP.3F\|How can my customers sign themselves up for support in RangerMSP?]]

	<br>		<br>
Line 23:		Line 23:
	The internal support email address is your main support mailbox which you use in order to manage email threads with your customers. This mailbox should be constantly reviewed by your support team and is used for the following purposes:		The internal support email address is your main support mailbox which you use in order to manage email threads with your customers. This mailbox should be constantly reviewed by your support team and is used for the following purposes:
	#'''Standard Email threads''' - Standard one-on-one email threads with customers which relate to existing Tickets will be automatically forwarded to this email address, so that you can continue the conversation on the same thread.		#'''Standard Email threads''' - Standard one-on-one email threads with customers which relate to existing Tickets will be automatically forwarded to this email address, so that you can continue the conversation on the same thread.
	#'''Unrecognized emails''' - Unrecognized emails from new customers not yet in the ~~CommitCRM~~ database will be forwarded to this address (and no Ticket will be created).		#'''Unrecognized emails''' - Unrecognized emails from new customers not yet in the RangerMSP database will be forwarded to this address (and no Ticket will be created).
	#'''Error Handling''' - Emails which could not be processed due to errors during the process (such as the wrong format in XML formatted emails) will be forwarded to this mailbox.		#'''Error Handling''' - Emails which could not be processed due to errors during the process (such as the wrong format in XML formatted emails) will be forwarded to this mailbox.

Line 29:		Line 29:


	===How does the Email Connector associate Emails with ~~CommitCRM~~ Accounts?===		===How does the Email Connector associate Emails with RangerMSP Accounts?===
	The Email to Ticket feature finds the ~~CommitCRM~~ Account which matches the "From" address of the incoming email, and then opens a new Ticket in ~~CommitCRM~~, and links it to the Account. Matching the email address is performed on the Email1 and Email2 fields of the Account, and also on the email fields of secondary contacts of the Account.		The Email to Ticket feature finds the RangerMSP Account which matches the "From" address of the incoming email, and then opens a new Ticket in RangerMSP, and links it to the Account. Matching the email address is performed on the Email1 and Email2 fields of the Account, and also on the email fields of secondary contacts of the Account.

	Note that the matching is performed based on the full email address of the Account, not on the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your ~~CommitCRM~~ Contacts are more complete.		Note that the matching is performed based on the full email address of the Account, not on the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your RangerMSP Contacts are more complete.

	When using the Automated Emails feature, you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them. You can read more about this feature in the ~~CommitCRM~~ Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		When using the Automated Emails feature, you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them. You can read more about this feature in the RangerMSP Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].


	===What happens when the "From" address cannot be matched?===		===What happens when the "From" address cannot be matched?===
	If the "From" address was not found in the ~~CommitCRM~~ database, the email will only be forwarded to the Internal Support Email, with and no Ticket will be created.		If the "From" address was not found in the RangerMSP database, the email will only be forwarded to the Internal Support Email, with and no Ticket will be created.


Line 48:		Line 48:
	The system identifies incoming emails related to already existing Tickets and forwards them to the Internal Support Team Email for manual handling. Identifying an already existing Ticket is performed in two phases:		The system identifies incoming emails related to already existing Tickets and forwards them to the Internal Support Team Email for manual handling. Identifying an already existing Ticket is performed in two phases:
	#Identify that the source of the email is a valid Account in your system.		#Identify that the source of the email is a valid Account in your system.
	#Identify the Ticket number in the email subject and forward this message without opening a new Ticket for it.<br><u>Note:</u> If the Ticket number in the email subject was not found in the ~~CommitCRM~~ database, the email will still be forwarded, with an error indicating that this ticket was not found.		#Identify the Ticket number in the email subject and forward this message without opening a new Ticket for it.<br><u>Note:</u> If the Ticket number in the email subject was not found in the RangerMSP database, the email will still be forwarded, with an error indicating that this ticket was not found.


	===Why do attached emails only open in Outlook Express?===		===Why do attached emails only open in Outlook Express?===
	~~CommitCRM~~ stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility).		RangerMSP stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility).
	The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange (see [[#Can I use other editions of Microsoft Outlook to load .EML files?\|Can I use other editions of Microsoft Outlook to load .EML files?]] for possible workaround). Other email clients cannot view these emails.		The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange (see [[#Can I use other editions of Microsoft Outlook to load .EML files?\|Can I use other editions of Microsoft Outlook to load .EML files?]] for possible workaround). Other email clients cannot view these emails.

Line 66:		Line 66:

	<br>		<br>
	===If I already set up other ~~CommitCRM~~ Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?===		===If I already set up other RangerMSP Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?===
	All ~~CommitCRM~~ Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.		All RangerMSP Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.


	===Can I integrate with MSP systems using the Email Connector?===		===Can I integrate with MSP systems using the Email Connector?===
	Yes, using the Automated Email feature in ~~CommitCRM~~ allows you to process incoming emails from automated sources, such as an MSP alerting application, and analyze the email's header/body in order to create the relevant Tickets in ~~CommitCRM~~.		Yes, using the Automated Email feature in RangerMSP allows you to process incoming emails from automated sources, such as an MSP alerting application, and analyze the email's header/body in order to create the relevant Tickets in RangerMSP.

	You can read more about this feature in the ~~CommitCRM~~ Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		You can read more about this feature in the RangerMSP Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].


	===What can I do with the Automated Emails Part in the Email Connector?===		===What can I do with the Automated Emails Part in the Email Connector?===
	The Automated Email feature in ~~CommitCRM~~ processes incoming emails from automated sources, such as an MSP alerting application, and analyzes the email's header/body in order to create the relevant Tickets in ~~CommitCRM~~.		The Automated Email feature in RangerMSP processes incoming emails from automated sources, such as an MSP alerting application, and analyzes the email's header/body 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. Automated emails do not necessarily originate from a customer's email address, and the system can learn how 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. Automated emails do not necessarily originate from a customer's email address, and the system can learn how to determine the customer for whom a new Ticket should be opened.
Line 83:		Line 83:
	The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them.		The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them.

	You can read more about this feature in the ~~CommitCRM~~ Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		You can read more about this feature in the RangerMSP Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].

	===How can my customers sign themselves up for support in ~~CommitCRM~~?===		===How can my customers sign themselves up for support in RangerMSP?===
	Using the ~~CommitCRM~~ Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the ~~CommitCRM~~ system over email, which in turn can cause the ~~CommitCRM~~ database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].		Using the RangerMSP Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the RangerMSP system over email, which in turn can cause the RangerMSP database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].

	<br>		<br>

← Older revision		Revision as of 10:17, 1 September 2013
Line 6:		Line 6:
	*[[Email Connector FAQ#What happens when the "From" address cannot be matched?\|What happens when the "From" address cannot be matched?]]		*[[Email Connector FAQ#What happens when the "From" address cannot be matched?\|What happens when the "From" address cannot be matched?]]
	*[[Email Connector FAQ#When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?\|When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?]]		*[[Email Connector FAQ#When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?\|When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?]]
	*[[Email Connector FAQ#If I already set up other ~~Commit~~ Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?\|If I already set up other ~~Commit~~ Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?]]		*[[Email Connector FAQ#If I already set up other CommitCRM Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?\|If I already set up other CommitCRM Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?]]

	===Advanced Use===		===Advanced Use===
Line 34:		Line 34:
	Note that the matching is performed based on the full email address of the Account, not on the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your CommitCRM Contacts are more complete.		Note that the matching is performed based on the full email address of the Account, not on the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your CommitCRM Contacts are more complete.

	When using the Automated Emails feature, you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them. You can read more about this feature in the ~~Commit~~ Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		When using the Automated Emails feature, you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them. You can read more about this feature in the CommitCRM Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].


Line 66:		Line 66:

	<br>		<br>
	===If I already set up other ~~Commit~~ Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?===		===If I already set up other CommitCRM Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?===
	All ~~Commit~~ Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.		All CommitCRM Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.


Line 73:		Line 73:
	Yes, using the Automated Email feature in CommitCRM allows you to process incoming emails from automated sources, such as an MSP alerting application, and analyze the email's header/body in order to create the relevant Tickets in CommitCRM.		Yes, using the Automated Email feature in CommitCRM allows you to process incoming emails from automated sources, such as an MSP alerting application, and analyze the email's header/body in order to create the relevant Tickets in CommitCRM.

	You can read more about this feature in the ~~Commit~~ Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		You can read more about this feature in the CommitCRM Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].


Line 83:		Line 83:
	The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them.		The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them.

	You can read more about this feature in the ~~Commit~~ Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].		You can read more about this feature in the CommitCRM Email Connector Setup Guide, under Email Processing Settings > [[API by Email and MSP Integration#Automated Emails & MSP Integration\|Automated Emails & MSP Integration]].

	===How can my customers sign themselves up for support in CommitCRM?===		===How can my customers sign themselves up for support in CommitCRM?===
	Using the ~~Commit~~ Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].		Using the CommitCRM Email Connector’s advanced processing features, you can have your own web pages submit XML transactions to the CommitCRM system over email, which in turn can cause the CommitCRM database to add a new account, using the steps documented in this [[KB:_Automatically_Creating_New_Accounts_for_Web_Site_Visitors\|knowledge base article]].

	<br>		<br>