I'm currently learning the ins and outs of iTop and my current struggle is working on getting tickets automatically created from emails. I was wondering if anyone can give me an example of their configuration for some of the fields in "behavior on incoming emails". Please correct me if I'm wrong, but it seems like I need to put values in the "ticket default values" field or the "title pattern field" for tickets to be automatically created.
Thanks in advance!
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Then you also need title pattern. Hover above the field and you get some information which language to use. We use the pattern "/R-([0-9]+)/" for Requests.
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Ours also uses PCRE. I put "/R-([0-9]+)/" in the "Title Pattern" field and "impact:4" in the "ticket default values" field. Tickets are still not being created when I attempt to test the feature. I'm not exactly sure what my test emails should consist of in order for a ticket to be created to be honest.
Last edit: Elvis 2015-07-01
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I went in and made the changes suggested in that post. This may be a silly question but does the email sent need to have specific content in order for a ticket to be made automatically?
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No. You just need to configure the way it's processed properly. I also struggled a little to make it work with Exchange 2013 (shared mailbox), but it's a good thing you can try to view the content of the mailbox folder.
It just adds a HTML-stripped (or basically: just the text) of the incoming emails as a new ticket. Any attachments, or inline images - including from signatures - are added as attachments to the ticket.
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Thanks everyone for the help. I'm still trying to get this to work. If anyone else has some more suggestions as to what I might need to change to get it working please let me know.
Thanks!
Edit: Not sure if it matters but we are using office365 for email as well. If any more information is needed in order to help please let me know.
Last edit: Elvis 2015-07-07
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Hello everyone,
I'm currently learning the ins and outs of iTop and my current struggle is working on getting tickets automatically created from emails. I was wondering if anyone can give me an example of their configuration for some of the fields in "behavior on incoming emails". Please correct me if I'm wrong, but it seems like I need to put values in the "ticket default values" field or the "title pattern field" for tickets to be automatically created.
Thanks in advance!
You can find info about this at https://wiki.openitop.org/doku.php?id=extensions:ticket-from-email_2_6_5. We just use "impact:4"
Then you also need title pattern. Hover above the field and you get some information which language to use. We use the pattern "/R-([0-9]+)/" for Requests.
Thank you for your response!
Ours also uses PCRE. I put "/R-([0-9]+)/" in the "Title Pattern" field and "impact:4" in the "ticket default values" field. Tickets are still not being created when I attempt to test the feature. I'm not exactly sure what my test emails should consist of in order for a ticket to be created to be honest.
Last edit: Elvis 2015-07-01
Also take this into account for some default values: https://sourceforge.net/p/itop/tickets/1102/
Thank you for the link.
I went in and made the changes suggested in that post. This may be a silly question but does the email sent need to have specific content in order for a ticket to be made automatically?
No. You just need to configure the way it's processed properly. I also struggled a little to make it work with Exchange 2013 (shared mailbox), but it's a good thing you can try to view the content of the mailbox folder.
It just adds a HTML-stripped (or basically: just the text) of the incoming emails as a new ticket. Any attachments, or inline images - including from signatures - are added as attachments to the ticket.
Thanks everyone for the help. I'm still trying to get this to work. If anyone else has some more suggestions as to what I might need to change to get it working please let me know.
Thanks!
Edit: Not sure if it matters but we are using office365 for email as well. If any more information is needed in order to help please let me know.
Last edit: Elvis 2015-07-07