Question

Automatic incident creation when mail received

  • 4 September 2023
  • 3 replies
  • 71 views
U
Rank
Badge +2

Hi All,

 

We are trying to automate the automatic logging of received incident by mail in Assyst, was wondering if anyone has done this or have some useful input to getting this done. We are trying to eradicate manual intervention for quicker response time

 

Currently running on Assyst 11.6.0 version

 

Any useful tips would be appreciated

 

Thank you 

 

3 replies

A
Rank
Userlevel 2
Badge +5

Hi

 

The Mailbox Reader can do this. 

 

 

U
Rank
Badge +2

Hello

 

Thanks for the prompt reply

So going through Mailbox Reader not sure if this also applies to the Smartmail function, we use the Lua function for the mail forwarding from Assyst to defined distribution 

 

For the installation of the Mailbox Reader 3 does it have to be in the same file explorer location where the lua file is installed or how to go about this

 

Thanks for additional input.

M
Rank
Userlevel 3
Badge +10

Hi,

the MailboxReader can process incoming emails but if you have assystETM setup we recommend you setup a channel in ETM to process incoming emails. An example configuration is documented on this wiki page: https://wiki.axiossystems.com/assyst11-6Wiki/index.php/Integrations:assystETM_1.6_-_Examples

Or some consultancy can be booked in to do skills transfer on using ETM to process incoming emails. 

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