The Account Detection rules tell the system how to detect the Account (customer) related to an automated email. The Account name/ID can be found in the email subject, or by matching the sender's email address with an Account email address in Commit. These rules are applied to emails which the email detection rules have used to identify as automated email.
When an Account is detected, a Ticket will be created for this Account in Commit, based on the incoming email message.
The Account Record Detection Rules settings window has two parts:
1. Defining detection rules for Account names which appear in the email's subject.
2. Flagging a Rule when the Account can be detected by the sender's email address
To add a new account record detection rule, click the Add button. The following window will open:
Automated Emails Account Detection Rules window
| • | Search for - Commit can find the matching Account for an incoming email by searching for: - The Account Name as listed under the File As... field for this Account - The Foreign System ID as listed under one of the following fields for this Account: Account #, Account ID, Field1, Field2, Field3, Field4. Each of these fields can contain an external identifier of the foreign system, which identifies this Account in Commit (for example, the internal client ID as defined in the MSP system). - The Account's Commit Record ID number (The Commit Record ID number appears in the Notes tab of every Account. To capture it, click or right click the 'RecID' button at the bottom of the tab.) The Record ID is the internal database ID in Commit. For some systems that send automated email you can use the Account Name or the Account Foreign System ID for Account identification. In case you use the Account Foreign System ID, you can store the ID in any of the fields listed above. |
| • | It is Located – You can define in which situations Commit should identify incoming emails with an Account name or Record ID in the subject line as automated. Following are the location rules you can define to help Commit determine whether an incoming email should be defined as automated or not: |
- if the Account Name or Record ID appears right after a word/phrase in the subject
- if the Account Name or Record ID appears just before a word/phrase in the subject
- if the Account Name or Record ID appears between a word/phrase and another word/phrase in the subject
In this example, the system will search for the Account Name or Record ID in emails which were detected as Automated and were not Skipped. If the subject line contains the phrase "Alert for Site," it will then take the phrase after this, and before the next comma, and will check if the Account Name appears there to see if it should search for the Account in Commit.