Mail2Workflow

System overview

General

Mail2Workflow is an extension of the Mail2Ticket Module for the automatic processing of e-mails (for example, conversion of e-mails to tickets) interface of the 446 Plattform®. With this functionality, it is possible to retrieve e-mails from a mailbox and forward them to a workflow.

The previous standard-Mail2Ticket-interface was only able to convert the e-mails directly into tickets or processes and only the resulting object was passed into a workflow, which was always the standard workflow of the respective schema underlying the object.

The new method eliminates some disadvantages of the previous system. Thus, it is now possible to investigate the e-mail before conversion into an 446 Plattform® object and to decide for each individual case what should happen with it. If an e-mail is not considered important (Spam, etc.), it can already be rejected in the workflow.

Compatibility

The two different systems work separately. The existing system Mail2Ticket continues to work without having to make any adjustments to the configuration. For each Mail2Ticket account you can decide separately how the e-mails should be handled.

License

The Mail2Workflow feature is included in the Ultimate Edition of the 446 Plattform®.

Possibilities

By processing in your own workflows, you have the possibility to respond individually to incoming e-mails. This allows you to first analyze and classify an e-mail before a ticket is created.

Example:

You can select spam mails or automatic replies (e.g. absence messages). If there is an automatic response, it does not have to be bound to a ticket because this information is of little importance for ticket processing in most cases. In this case, a comment can be written to the ticket and the e-mail can be rejected.

Expressions allow further filtering by accessing the header of an e-mail (e.g., the Return-Path header field).

Ticket Creation

If a ticket is created from the message using the Create new ticket plug-in, the mail does not automatically attach to the new ticket. A corresponding plug-in must be installed downstream. This requires an identifier for the relevant ticket, which can be taken from a data field or an expression. A data field to store the ObjectGUID of the newly created ticket can be specified in the creating plug-in.

If during the initial item creation (not yet ticket creation) with Mail2Ticket logic a ticket number has been determined, it will be written into a corresponding data field. This allows the mail to be attached to an existing ticket using the appropriate plug-in. The following data fields are set automatically:

  • sys_ticketReference_dataId - contains the DataId of the ticket found

  • sys_ticketReference_fullId - contains the FullId of the ticket found