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ticket_email_parse [2023/07/07 22:33] – johnnyticket_email_parse [2024/11/01 15:22] (current) – Clarify behaviour for anonymous/unknown emails wrongecho
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 Client contacts can create/update tickets via e-mail. Client contacts can create/update tickets via e-mail.
  
-1. Install PHP extensions: (These will be installed if you installed script method)+1. Install PHP extensions: (//These will be installed if you installed via script method//)
   * php-imap   * php-imap
   * php-mailparse   * php-mailparse
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 3. Turn on: Settings > Ticket > Email-to-ticket parsing 3. Turn on: Settings > Ticket > Email-to-ticket parsing
  
-4. Add a cron job to run //email_parser_cron.php// every minute+4. Add a cron job to run //cron_ticket_email_parser.php// every minute (skip if you set it up [[cron#cron_scripts|earlier]] or installed using the [[installation_script|script]])
  
-5. Ensure that all clients have the correct 'website' configured at Clients > Edit Client //(optional - for auto-contact creation)//+5. Decide whether you wish to automatically create tickets for every email, or just emails from client domains:
  
 +- Ensure that all clients have the correct 'domains' added in the Domain tracker module //(default)//, or
 +
 +- Enable Admin > Ticket > "//Create tickets for emails from unknown senders/domains//"
 +
 +====== How it works ======
 +  - Cron runs cron_ticket_email_parser.php
 +  - The email inbox is checked for unread messages
 +  - If an unread message is found, it's marked as read & checked for a ticket reference in the subject ((e.g. [TCK-091])
 +  - If there is a ticket reference
 +    - The ticket info is fetched & checked to be open
 +      - If the ticket is open, the reply is added
 +      - If the ticket is closed, an auto response is sent and a notification raised
 +  - If there isn't a ticket reference - it's treated as a new message
 +    - We check for an existing contact (based on the email) and raise the ticket under them
 +    - If there's no contact, we check if the from domain exists as a website for a client
 +      - If so, we create a new contact under that client for the user and raise the ticket under them
 +      - If not, we leave the email in the inbox to be actioned manually (or if the //unknown senders// setting is enabled we create the ticket with no contact/client)
 +  - If the email was successfully processed (e.g. a ticket raised / reply added), the message is moved to the ITFlow folder once attachments are processed
  
 ===== Notes ===== ===== Notes =====
   * Only supports **basic auth**entication. This will not work with Microsoft as they require OAuth.   * Only supports **basic auth**entication. This will not work with Microsoft as they require OAuth.
-  * The IMAP connection uses the same SMTP Username/Password configured for sending emails should be configurable in future 
   * As closed tickets cannot be re-opened, replies to closed tickets raise a notification   * As closed tickets cannot be re-opened, replies to closed tickets raise a notification
-  * Emails from addresses that can't be matched to a client (via the website), contact (via email), or existing ticket (via subject line) are left in the inbox and flagged for review+  * By default, emails from addresses that can't be matched to a client (via registered domains), contact (via email), or existing ticket (via subject line) are left in the inbox and flagged for review.  
 +    * This behaviour can be adjusted by enabling "//Create tickets for emails from unknown senders/domains//"