Automated Emails & MSP Integration

The Automated Email feature in Commit processes incoming emails that have been sent to the Email Address defined for the Email Connector. The emails processed are from automated sources, such as an MSP alerting application, and the Automated Email feature analyzes the email's header/body in order to create the relevant Tickets in Commit.

This feature allows you to define a set of rules which will be activated one after the other to help the system detect pre-defined email formats, and create Tickets for them. As opposed to the "New Ticket From Email" feature, automated emails do not necessarily originate from a customer's email address, so it is difficult for the system to determine the customer for whom a new Ticket should be opened.
 

The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them.
Email Connector Processing Precedence rules:

Incoming emails are  processed if sent to the defined incoming mailbox. The processing order is as follows:

1. Check if this is an automated email

  If Not Automated, then:

2. Check if this is an XML Formatted email

  If not XML, then:

3. Check if this is from a customer and open a ticket

  If not from a customer (non applies), then:

4. Forward email untouched to the internal support email address