The i-net HelpDesk is able to automatically send emails on important events in the ticket history. These events as well as the possible recipients can be found in this dialog. During configuration, check if a potential mail recipient has an email address.
Note: When testing the auto-email feature, do not perform ticket creation, editing, and termination with only one account. In a "role play", use different accounts with different email addresses for creators and editors. The reason for this is that the INETAPP server will not send auto-emails to an agent if the agent triggers the event themselves, but is also the recipient of the auto-email.
Example: A supporter makes a request in his name, which this supporter as dispatcher also assigns to a resource that contains the supporter's address in the "Email" field. In this case, neither an auto-email is sent to the user at "Authorization" nor to the email address of the resource ("New request"). Any other email recipients in the resource, on the other hand, will receive an auto-email with the information that there is a new ticket in the resource.
Example: A supporter forwards a ticket manually, e.g. from a "Pool resource" to his "named resource". In the field email of the "named resource" are the addresses of the supporter and those of his colleague. If the checkbox "Forward an existing ticket" is active in the auto-email settings, then the supporter will not receive an auto-email, but his colleague will.
Note: The behavior when sending auto-emails can be changed via JavaScript.
Check the mail address of the resource for correctness! An error in the mail address will result in an undeliverable message, which will be sent back to the i-net HelpDesk and possibly trigger a new auto-email.
Important: The auto-email is always sent to the resource in which the ticket is located at the time of triggering.
Example: When warning of an automatic escalation, the ticket is still in the originally responsible resource. After an auto escalation, the ticket is moved to the escalation resource and they receive the auto mail.
The values for the e-mail address and the display name of the default sender are used if no e-mail address has been entered for the resource. This ensures that there is always a sender for the automatically sent e-mails.
When checking each checkbox, keep in mind that supporters are often members of resources but also have the Dispatcher permission. The Dispatcher permission is typically granted via the supporter's membership in the Dispatcher and/or Administrator groups of the INETAPP. Avoid duplicate auto-emails to Dispatcher and Resources on the same event and enable auto-emails to Resources first, but not to Dispatcher. The only exception for dispatchers is Request from a user. This auto email is triggered when a new request is made by the end user or customer via email or either client.
Please note the following special feature related to the first and third checkbox. (Checkbox 1: Authorization of a request for an order; Checkbox 3: New request via email ...
Note: No email will be sent to the user if the ticket is a workflow substep.
The content of the auto-mails is based on template files and can be customized by you. The location of the template files is on the INETAPP server at:
C:\ProgramData\i-net software\helpdesk_System_i-net HelpDesk\Templates
/root/.i-net software/helpdesk_System_i-net HelpDesk/Templates
/var/root/.i-net software/helpdesk_System_i-net HelpDesk/Templates
For editing HTML files, please use a suitable text editor, not MS Word.
The call URL of the HelpDesk server is set automatically during setup. The entry is used in the placeholder <%ServerURL%>
in all template files for auto-mails that offer to start the HelpDesk client with direct opening of the respective ticket via a link in the e-mail. The following example of a link comes from the template file autorisierenres.html
.
<a href="<%ServerURL%>ticketlist/ticket/<%OnID%>">Edit order</a>.
Some template files, as in Finish.html
or Finish.txt
, contain the placeholder <%subtemplate%>
, which contains the entire history of the ticket in ascending chronological order. This behavior can be changed here.
Incoming emails are checked for bounce messages (https://de.wikipedia.org/wiki/Bounce_Message) and, if necessary, placed as such on an internal "list" that is maintained only in memory.
The sender addresses of these emails are temporarily or permanently not accepted as recipients of auto-emails, depending on the type of error.
The following treatments are applied.
550 5.7.1 Unable to relay
: 3 hours lock for the address