When composing a manual email from the ticket, various settings related to the recipient, the sender, or a blacklist can be specified for the reply dialog.
The following options determine how the recipient field in the reply dialog should be pre-populated:
Example: Often customers write to multiple mailboxes of a support organization (e.g. info@firma.de
, support@firma.de
, helpdesk@firma.de
). Now, of course, with email to all
this scattering
should not be multiplied further. All recipients, e.g. from the domain firma.de
are then put on the block list
.
In the above example with the 3 addresses the mail communication runs via support@firma.de
. The following entry should be added to the blacklist *@firma.de
.
Important: The exception is that there are no other recipients. Otherwise the ticket 'owner' will be shown, even if their domain is on the blacklist
.
Note: Multiple entries are separated by a semicolon.
Options in this category determine which email address is preset as the sender's address. The first option specifies whether additional addresses should be offered to the supporter users besides their own email addresses.
Note: The supporter user is either a user with the Dispatcher role or a user with write access to Resources.
Multiple sources of sender email addresses are available in the INETAPP and will all be added to the "From" field when the option "From" field includes list of additional sender email addresses
is enabled. Each of these sources is checked when a Dispatcher or a user with write access to Resources answers to a ticket. The preset address of the "From" field is determined depending on the configured order of sources (see above). This means that if an entry does not provide an address, the following entry is checked instead.
The list of available sender email addresses consists of the following sources:
Note: The Fallback Address is always the last entry of the list.
Emails contain information in the header section that is usually only displayed to a small extent in the email client, such as From
, To
, Cc
, Subject
and Date
. The INETAPP server can additionally set its own headers in sent emails.
Any number of parameters can be set in the header of an outgoing mail. Property and value can be stored per line.
Example: If MS Exchange should not return an out-of-office message: Out-of-office messages return to INETAPP in response to emails from INETAPP. Exchange 2000 and newer will not send an out-of-office message if the mail is marked as list
in the header. By adding the following mail header, the out-of-office message can be prevented:
precedence=list
If an INETAPP instance is used for different areas (e.g. IT and housekeeping), assigning different sender addresses for automatic email messages to resources, e.g. for a new ticket, is often desired.
Since resources from "non-IT" areas also sometimes use INETAPP to organize their work, e.g. from housekeeping, these resources can be assigned their own sender addresses. An auto-mail to an IT resource, e.g. "First Level" should then always come from the sender helpdesk@firma.local
' and an auto-mail to the housekeeping should always have the sender haustechnik@firma.local
.
Note: The reason for sending an auto-mail, e.g. new ticket for resource or ticket has customer response, is set in Dialog Auto-Email.