Anonymous Email Retrieval

(HelpDesk support / CRM / Trouble Tickets / Configuration Management):

The Anonymous Email Retrieval feature allows automatic issue entry from an external email account. An external SMTP account is polled for incoming messages that are to be scanned and input as issues in the system. This feature is used to implement a HelpDesk scenario where trouble tickets are issued to customers and then assigned to individuals or groups. This is a great Customer Relationship Management (CRM) solution for any organization. Customers are able to send emails to a common address, where they are automatically given a unique ID that can be used for reference when inquiring about an issue.

Each time a message is found, the system compares its contents with a set of mail rules that are defined for the system. Each rule defines a regular expression that is used to scan the email and attempt a match. Rules are compared in order until a match is found. When a match is found, the rule also defines how the issue is to be processed. This includes how fields are to be filled in, the people that are to be notified, and the person who is to be assigned the new issue.

After a match is found, the system decodes the message for content and attachments. A new issue is then created and assigned to the correct user. The email sender is then sent a confirmation with the unique id as the ticket number.

Please see the Admin documentation for a more detailed explanation of how to set this system up. Our team would be happy to answer any questions you may have.

Notes:

- Most servers work by default, but the MS Exchange Server can be configured in ways that conflict with the polling mechanism. If you have problems, please contact us and we will work with you to rectify the problem.

Anonymous Access (Entry/Query)

Anonymous Access allows a system to be accessed from a common web page that is set up and configured separately. This allows anonymous users to access your system without needing to login with a userid. Anonymous Entry and Anonymous Query are the two operations available.

Anonymous Entry allows a page where new issues are entered into the system. Typically, a From field is set up where the user can fill in an email address to be used for identification. This email address can then be used to limit access of that user, allowing them to see only their own issues.

Anonymous Query allows issues to be queried in exactly the same way as the Filter page is set up. System access can be granted in the following ways :

By email address only	Make each query dependent on a supplied email address. This address is then used to filter the issues and only issues that were created with this email are visible.
All anonymous issues	Allows access to all issues that have been entered by any anonymous user
All issues	Allows complete access to the system.
Restrict to Projects	Anonymous access can be restricted to a set of projects.

Please see the Admin documentation for a more detailed explanation of how to implement this feature. Our team would be happy to answer any questions you may have.

Notes:

- There are sample pages at the bottom of each of the setup pages in the Admin Menu.