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ticket_email_parse [2023/12/16 16:12] – [Email ticketing] clarify domains auto ticket create wrongechoticket_email_parse [2024/11/01 15:22] (current) – Clarify behaviour for anonymous/unknown emails wrongecho
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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 //cron_ticket_email_parser.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 'domains' added in the Domain tracker module //(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 ====== ====== How it works ======
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     - If there's no contact, we check if the from domain exists as a website for a client     - 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 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 +      - 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+  - 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 registered domains), 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//"