Most incoming email options are defined by the System
Administrator. There
are a few options that can be configured on a per Workspace basis by the
Workspace Administrator. They
are found under Administration
| Workspace | General | Mail Preferences | Incoming Email.
Create
Issues—Determine whether customers and/or agents can create new
Issues via incoming email.
Edit
Issue Via Email—By
default, only users associated with Issues and administrators can update
Issues via email for a Workspace. This includes the assignees, the contact,
and CCed users for the Issue. Alternatively, you can limit updates to only associated non-agent users (the contact and CCs). You
can override the limitations by selecting Anyone
can update any Issue via email for this option. Any
user can then update an Issue via email for this Workspace.
Security Code—In a workspace where you do want your agents to be able to reply to issues, and you don’t want to take away meaningful functionality, the Security Code option adds an extra barrier to anyone trying to spoof an agent’s address. When enabled, every notification mail and escalation mail will have a code added to the end of the email (example, FPCODEX5RGtwlYMiPzfz2n6zpY3kq21u4). If this option si enabled, edits via incoming mail are rejected unless they contain the security code. There is a 7-day grace period after enabling this option, during which FootPrints accepts replies without the code. This is to help ease the transition for someone who wants to enable it in a production system. If you need a longer period of time for the transition period, contact support for instructions. This option is disabled by default.
Email Queries—These options provide a way for administrators to completely shut off incoming email functionality for agents and/or customers on a per workspace basis.
Mandatory
Fields for Incoming Email—By
default, all users, including Agents, administrators, and customers, must
include mandatory Workspace field data in incoming email submissions. Agents
and administrators must include both internal and public mandatory Workspace
field data, while customers must include public mandatory Workspace field
data.
This option allows users to submit email
to FootPrints without mandatory
field data while still having to enter the data when submitting an Issue
via the web interface. In
this way, customers are free to send free-form emails to FootPrints
to submit a Request, but must still give more detailed data when filling
out a Request via the Customer Self-service web interface. There
are three choices for this option:
Mandatory
fields are mandatory for everyone—This
is the default. Users
must include mandatory Workspace field data (in the form fieldname=data
or using the HTML Form) in all incoming
email submissions.
Mandatory
fields for agents, optional for customers—If this option
is selected, internal (Agent and administrator) users are still required
to include both public and internal mandatory field data when submitting
an Issue via email, but customers can submit Requests via email with missing
mandatory field data. We
recommend this option if you would like to make it easier for customers
to submit their Requests via email, but require internal users to give
more detail. All
users must still fill out mandatory fields when using the web interface.
Optional for everyone—All
users, including Agents, administrators, and customers, can submit new
Issues via free-form email to FootPrints
without including any field data. All
users must still fill out mandatory fields when using the web interface.
Auto
Assign Agent—If
enabled, an Agent responding to a new customer Request via email is assigned
to that Request automatically. This does not apply to Issues already
assigned; it only applies to new Requests submitted by customers via email
or via the Customer Self-service web interface.
Change Sender—If allowed an incoming email can substitute a sender different than the actual sender of the email.
Auto
Select Status—The
status of an Issue can be changed automatically when an Agent or customer
responds to an Issue via email. There are four options:
Agent
Response—Select
the status that customer Requests should be changed to if an Agent responds
via email. This feature only applies if the Auto Assign Agent feature
is enabled.
Auto
Assign Status—The
status of any Issue can be changed automatically when an Agent or customer
responds to the Issue via email.
Customer
Response—Select
the status that Issues should be changed to automatically when the customer
responds via incoming email.
Responding
to Closed Issues—Closed
Issues can be handled separately from the Customer
Response option above. Customer
responses to closed Issues can remain closed or can be changed to a different
status.
Field
Permissions—Select which fields agents and customers can view and
write via incoming mail. Per-role
advanced field permissions are not used for incoming mail.
After you have finished updating the Mail
Preferences page, enter your password and click Save
to activate the changes.