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ticket_email_parse [2023/07/07 18:33] – johnny | ticket_email_parse [2024/04/01 14:46] (current) – [Email ticketing] bigbug | ||
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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 |
- | 5. Ensure that all clients have the correct 'website' | + | 5. Ensure that all clients have the correct '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' | ||
+ | - 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 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/ | ||
* 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 | + | * 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 |