Instruction

Create a Mail2Ticket account for use by Mail2Workflow

Settings for an MS Exchange mailbox

1. Access the Mail2Ticket Module for the automatic processing of e-mails (for example, conversion of e-mails to tickets) configuration under Settings > Messaging & Collaboration > Mail2Ticket.

2. Click New account to create a new e-mail account.

3. Fill in the required fields, select a account type, and select Mail into workflow.

4. Under Mail subject to, enter a name for a data field into which the subject of the e-mail is to be saved (the data field is then available in the workflow under this name).

5. Click Save to activate the other configuration menus.

6. Change to the Account menu.

7. Under Alias, enter the login name for this account (normally the e-mail address).

8. Specify the password for this mailbox and the domain.

9. The field below specifies the URL A Uniform Resource Locator, colloquially termed a web address, is a reference to a web resource that specifies its location on a computer network and a mechanism for retrieving it. A URL is a specific type of Uniform Resource Identifier, although many people use the two terms interchangeably. for the Exchange Server Web Services (for Office 365: https://outlook.office365.com/ews/exchange.asmx).

10. Because different versions of Exchange Server use different web services A web service enables machine-to-machine communication based on HTTP or HTTPS via computer networks such as the Internet. This involves exchanging data and calling functions on remote computers. [Wikipedia], the version of the server must be selected (for Office 365 this is currently Exchange 2013).

11. In the Mailbox alias field, an e-mail address different from the actual account can be specified. This field can be left blank if the mailbox of the e-mail address specified in item 7 is to be used.

Note:

In the local settings for Outlook, additional mailboxes can be connected to your own so that you have all in an Outlook view. If e-mails are not to be retrieved from the login mailbox (point 7), but e-mails from just one additional linked mailbox, the e-mail address of the additional mailbox must be specified in the field Mailbox alias.

12. In the Exchange folder field, a folder must be selected in the mailbox tree

    1. Click on the button with the magnifying glass.

    2. In the following dialog, the upper fields already contain all required data.

    3. Click Show

    4. Once the mailbox folder structure has been established in the lower dialog area, you can navigate in it as in Outlook and select the folder to be monitored.

    5. Then confirm the selection by clicking on OK.

13. Decide whether file attachments should be ignored by e-mails (if this option is selected, the file attachments of an e-mail are not included in the workflow and can not be appended to a ticket).

14. Finally, you can choose whether to accept all incoming e-mails. If Only the following e-mail addresses allowed is selected, you can save a list of e-mail addresses that are accepted.

 

Attach files to a ticket

1. Under Settings > Messaging & Collaboration > Mail2Ticket, open the appropriate account.

2. On the Account tab, clear the Ignore file attachments option.

3. Under Settings > Workflow Management > Workflow Management, open the relevant message workflow.

4. In the configuration of the Create new ticket plug-in, select the option File attachments.