| The Anonymous Email Retrieval
feature allows automatic issue entry from an external
email account. An external SMTP account is polled for incoming
messages that are to be scanned and input as issues in the
system. This feature is used to implement a HelpDesk scenario
where trouble tickets are issued to customers and then assigned
to individuals or groups. This is a great Customer Relationship
Management (CRM) solution for any organization. Customers
are able to send emails to a common address, where they
are automatically given a unique ID that can be used for
reference when inquiring about an issue.
Each time a message is found, the system compares its
contents with a set of mail rules that are defined for
the system. Each rule defines a regular expression that
is used to scan the email and attempt a match. Rules are
compared in order until a match is found. When a match
is found, the rule also defines how the issue is to be
processed. This includes how fields are to be filled in,
the people that are to be notified, and the person who
is to be assigned the new issue.
After a match is found, the system decodes the message
for content and attachments. A new issue is then created
and assigned to the correct user. The email sender is
then sent a confirmation with the unique id as the ticket
number.
Please see the Admin section of the online help for a
more detailed explanation of how to set this system up.
Our team would be happy to answer any questions you may
have.
Notes:
- MS Exchange accounts can be configured to work with
Fast IssueTrack. Most servers work by default, but the
exchange server can be configured in ways that conflict
with the polling mechanism. If you have problems, please
contact us and we will work with you to rectify the
problem.
Anonymous Access (Entry/Query)
Anonymous Access
allows a system to be accessed by users from a common
Web page that is set up and configured by the customer.
This allows anonymous users to
access your system without needing to login with a userid.
Anonymous Entry provides
for a page where new issues are entered into the system.
Typically, a From field is set up where
the user can fill in an email address to be used for identification.
This email address can then be used to limit access of
that user, allowing them to see only their own issues.
Anonymous Query allows
issues to be queried in exactly the same way as the Filter
page is set up. System access can be granted in the following
ways:
- By email address only
- Make each query dependent on a supplied email address.
This address is then used to filter the issues and only
issues that were created with this email are visible.
- All anonymous
issues - Allows
access to all issues that have been entered by any anonymous
user.
- All issues
- Allows complete access to the system.
- Restricts to projects
- Anonymous access can be restricted to a set of projects.
Please see the Admin documentation for
a more detailed explanation of how to implement this feature.
Our team would be happy to answer any questions you may
have.
Notes:
- There are sample pages at the bottom
of each of the setup pages, accessible from the Admin
Menu page.
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