Email Parser Configuration

Intelligent Mail Services (IMS) enables Administrators to configure mailbox integration and email parsing settings from a single unified page - without any UI complexity.

By leveraging the existing Mailbox and Parsing sections, IMS intelligently authenticates senders, understands email intent, extracts relevant data, and executes the appropriate actions such as creating requests, updating records, or processing approvals.

Powered by configurable rules and AI-assisted parsing, IMS ensures that every email is validated, interpreted, and routed correctly. The system can even create users when permitted, determine the correct module or queue, and trigger backend workflows automatically.

IMS empowers organizations to move beyond manual email handling by turning email communication into a structured, secure, and automated service management workflow.

The following infographic depicts the various sections involved in IMS configuration.

Why does it matter?

This unified configuration improves usability, speeds up setup, and provides better visibility into email processing settings.

Centralized Configuration: Manage mailbox connectivity and email parsing settings from a single configuration page.
Consolidated View of Settings: Access all related email processing configurations in one place for easier management.
Consistent Configuration Control: Unified setup helps ensure required settings are properly configured.
Streamlined Administration: Simplified workflow reduces navigation and accelerates configuration tasks.
Efficient Issue Resolution: Quickly review and adjust mailbox and parsing settings when troubleshooting email processing.

Let's explore the following use case.

Use Case

Solution

In NovaTech organization, A Service Desk team receives a large number of support requests through a shared mailbox (for example, servicedesk@novatech.com).

Fredrick, the Administrator must configure the mailbox connection and define email parsing rules so that incoming emails can automatically create incidents in the system.

When these settings are managed on separate configuration pages, Fredrick need to switch between screens. It makes the setup process slower and increasing the chances of missing or misconfiguring required settings.

To achieve this functionality, Fredrick, the Administrator can configure both mailbox connection details and email parsing rules in one place. From this page, the administrator can connect the mailbox hosted on Microsoft Office 365, define allowed domains, configure actions for unparsed emails, and set up error notifications.

Once configured, the system automatically retrieves emails from the mailbox, parses the content based on the defined rules, and creates incident records in the system.

If an email cannot be parsed or is received from an unauthorized sender, the configured action—such as forwarding the email to the administrator or moving it to a designated folder—is executed automatically. This simplifies administration and ensures efficient handling of email-based requests.

Note
The ALL option is displayed under Department when Smart is selected in the Intelligent Mail Parser Configuration section within Application Settings. For more information refer Application Settings.

Configure Email Parser

To configure Email Parser, perform the following steps:

Log in to the Application.
Select Admin from the Workspace dropdown.
Navigate to Notifications > Email Parser.

Figure: IMS Configuration List Page
The IMS Configuration List page is displayed.

Figure: IMS Configuration List page
Click Add New in the right-side panel.

Figure: Add New

The Email Parser Configuration Page is displayed.

Figure: Email Parser Configuration page

The Details page includes configurable fields such as Domain, Department, Rule Name, Description, and Active, which help define the scope and status of the IMS rule.
It also provides access to three configuration tabs—Mailbox and Parsing, where administrators can configure mailbox integration, define email parsing and field mapping logic, and set post-parsing automation and processing actions.

Figure: IMS Configuration - Details

The following table describes the fields on the IMS Configuration page - Details section.

Field	Description
Details
Domain	Select the domain to which the mailbox configuration belongs. This helps organize and manage configurations based on domain-level access or scope.
Department	Select the department associated with the mailbox configuration. This allows routing or processing of emails based on departmental ownership. Departments are displayed based on the selected Domain.
Rule Name	Specify a unique name for the IMS configuration rule. This name helps identify and manage the mailbox parsing rule in the system.
Description	Provide a brief description of the rule for reference. This helps administrators understand the purpose or usage of the configuration.
Active	Indicates whether the IMS configuration rule is active. If selected, the rule is enabled and used during email parsing. If not selected, the rule remains inactive.

Mailbox

This section defines the source mailbox and connection context used by IMS to retrieve and process incoming emails. Administrators can configure the mail server type (O365 or IMAP), authentication details, and mailbox connection settings, along with filtering rules and security restrictions to control which emails are eligible for parsing.

It also includes options for error handling, notification settings, and actions for unprocessed emails, ensuring reliable and controlled email processing.

Figure: Email Parser Configuration - Mailbox tab

The following table describes the fields on the Email Parser Configuration page - Mailbox tab.

Field	Description
Mailbox
Configuration
Server Type	Select the server type as O365 from the drop-down list to configure integration with the Microsoft Office 365 mail server. Options available are as follows: O365 IMAP
E-Mail ID	Enter the email address from which incoming emails will be fetched and parsed by the system.
Tenant ID	Specify the Microsoft Office 365 Tenant ID associated with the configured mailbox. This field is displayed if Server Type is selected as O365.
Client Secret	Enter the client secret generated for the Office 365 application used to authenticate mailbox access.
Server Name	Specify the mail server host name used to connect to the configured mailbox.
Port	Enter the port number used by the mail server for email communication. This field is displayed if Server Type is selected as IMAP.
Application ID	Specify the Application (Client) ID generated for the Office 365 application registered in Azure. This field is displayed if Server Type is selected as O365.
Filter Rules
Do Not Process Mails Older than (Days)	Specify the number of days. Emails older than the specified duration are ignored during parsing.
Allow Domains	Specify the list of allowed domains. Emails received from these domains are considered valid for processing.
Invalid E-mail ID	Specify email IDs whose emails should not be processed by the system.
Allow E-mail IDs	Specify the list of permitted email IDs whose emails are allowed for processing.
Restrict E-mail Processing to Configured Mailbox Only	If selected, only emails sent directly to the configured mailbox are processed. Emails sent to other recipients are ignored.
Parser Mailbox E-mail ID	Specify the parser mailbox email ID used by the system to retrieve and process incoming emails.
Set Phishing warning text to ignore during parsing	Specify phishing warning text that should be ignored by the parser while processing email content.
Forward Invalid E-mail to Administrator	If selected, emails received from invalid email IDs are forwarded to the administrator and then deleted from the mailbox.
Forward Error E-mail to Administrator	If selected, emails that fail to process due to parsing errors are forwarded to the administrator.
Error Notification Email IDs	Specify the email IDs of administrators who should receive notifications for invalid or error emails.
Action for Unparsed E-mails	Select the action to perform when an email cannot be parsed: No Action, Delete, or Move to Folder. If Move to Folder is selected, the Get Mailbox Folder option is displayed to select the target folder.
Folder Name	Displays the folder selected through the Get Mailbox Folder option where unparsed emails will be moved.

Parsing

This section serves as the operational control area for AI-driven email interpretation, data extraction, and decision-making. Administrators can upload incident email template, define field mappings, and configure prompts that help the system understand the structure and intent of incoming messages.

The Additional Configuration defines the post-parsing behaviors, restrictions, and automation actions that are executed after the email parsing process is completed.

Administrators can configure how the system handles attachments, automatic user creation, notifications, and record-processing actions based on the parsed email content. It also allows defining system responses for resolved records, processed emails, and workflow triggers, ensuring that parsed emails are handled consistently and routed through the appropriate backend processes.

Based on the configured rules, IMS can identify the email purpose (create, update, or approval), extract relevant information from the email content, and determine the appropriate record type, routing, or workflow action.

Figure: Parsing tab

The following table describes the fields on the IMS Configuration page - Parsing tab.

Field	Description
Configuration
Parser Name	Specifies the unique name assigned to the parser configuration. It helps administrators easily identify and manage different parsers used for processing incoming emails or messages.
Criteria Prompt	Define the AI-guided criteria that determine when an incoming email should result in the creation of a new record. The criteria prompt helps the system interpret the email content and apply intelligent processing during the email parsing workflow. It supports following capabilities Information extraction Field interpretation Routing logic Default value assignment Record type determination within the record creation scenario This enables the system to automatically analyze incoming emails and create records with the appropriate field values and routing rules applied. Example – Criteria Prompt Scenario: An organization allows users to raise incidents by sending an email to the support mailbox. Criteria Prompt Example: "If the email indicates a user reporting an issue or requesting technical support, create an Incident record. Extract the issue description from the email body, set the requester from the sender’s email address, assign priority based on keywords such as ‘urgent’ or ‘high’, and route the ticket to the IT Support group." How it works: Email received: “My laptop is not connecting to VPN. This is urgent.” IMS analyzes the email using the configured criteria prompt. The system: Creates an Incident record Sets Requester = Email sender Sets Description = Email body content Sets Priority = High (based on the keyword urgent) Routes the ticket to the IT Support group Criteria prompt is used to differentiate various parsers.
Execution Order	Specifies the sequence in which multiple parsers are executed. Parsers with a lower execution order value are processed first, ensuring that the system evaluates parsing rules in the intended priority.
Email Template
Upload Email Template	Upload sample email or Excel files that represent the structure and format of incoming emails. These samples are used by the system to understand the email pattern and assist in configuring data extraction, field mappings, and parsing rules.
Extract Keywords	Triggers the system to analyze the uploaded sample emails or files and identify relevant keywords and patterns from the content. The extracted keywords help administrators understand the structure of incoming emails and support the design of extraction prompts and field mappings for accurate email parsing.
Allow E-mail IDs	Specify the list of permitted email IDs whose emails are allowed for processing.
Field Mapping
Email Field	Represents the field or value to be extracted from the email content. Administrators select the email element—such as subject, body, sender, or keywords—that the system should capture and map to the corresponding record field during email parsing. Example Email Field: From If the Email Field is set to From, the system extracts the sender’s email address from the incoming email. Email received from: john.doe@novatech.com During parsing, the system extracts the From value.
System Field	Select the platform field to which the selected email field is mapped. Administrators use this option to map the extracted value from the email content to the corresponding field in the system record during the email parsing process. Example System Field: Caller Email Field: From The system maps the sender’s email address from the From field of the email to the Caller field in the record, automatically identifying the user who raised the request.
Remarks	Specify the additional information, if any.
	Click this icon to add the field mapping in the list.
Action	Click icon to delete the field mapping. Click icon to edit the field mapping Screenshot Figure: Field Mapping - Action
Additional Configuration
Include Attachments	Select this check box if email attachments should be considered and processed during email parsing.
Minimum/Maximum Attachment Size	Select or specify the minimum or maximum attachment size using the dropdown. Screenshot
Create User	When enabled, the system automatically creates a new user record if the email sender is valid and does not already exist in the system, before proceeding with the email parsing process.
Send Notification	This field is displayed when Create Users is enabled. Select this check box if notification is to be sent after a user is created.
Assing Role Template(s)	This field is displayed when Create Users is enabled. Select the role templates to be assigned to newly created users when automatic user creation is enabled.
Time Zone	This field is displayed when Create Users is enabled. Select the time zone used for recording timestamps and maintaining rule execution history within the system.
Allow Domains
Action for Resolved Incidents	Select how the system should handle an incoming email that references an incident that is already resolved. Available options are as follows: No Action Required Reopen Incident Update Incident Log Incident
Action for Resolved Service Requests	Select how the system should process an incoming email that refers to a service request that is already resolved. Available options are as follows: No Action Required Reopen Service Request Update Service Request
Action for Processed E-mails	Select the action to be taken on emails after they are processed, such as moving them to a folder, deleting them, retaining them, or routing them to another mailbox. Available options are as follows: Delete Move to Folder
Processing Modes
Update	Define the logic for updating existing records. Configure which record types can be updated and the types of updates permitted through email. The AI evaluates incoming emails against these configured rules to determine whether the email qualifies for an update and identifies the appropriate update pathway for the record. Screenshot Figure: Update
Incident
Requester Update	If selected, the end user will be able to update or make changes to the Incident.
Analyst Update	Select an Incident update type from the drop-down list. Options are as follows: Disable Private Log User Communication
Allow External Source to update Private Log	If selected, the Incident Private Log information can be updated by an external source. Any user not registered in Apex application is an external source.
Update Incident via Email Subject	Allows the system to identify and update an existing incident based on the incident reference number present in the email subject. When enabled, IMS checks the subject line of incoming emails for the incident ID and applies the configured update actions to the corresponding incident record.
Exclude users to update incident	When enabled, specified users will be restricted from updating the incident.
Exclude Users IDs	Specifies the users who are restricted from updating the incident. Any user listed in this field will not be allowed to modify or update the incident details.
Service Request
Request Update	If selected, the end user will be able to update or make changes to the Service Request.
Analyst Update	Select the Service Request update type from the drop-down list. Options are as follows: Disable Private Log User Communication
Problem Record
Request Update	If selected, the end user will be able to update or make changes to the Problem Record.
Analyst Update	Select the Problem Record update type from the drop-down list. Options are as follows: Disable Private Log User Communication
Allow External Source to update private log	If selected, the Problem Record Private Log information can be updated by an external source. Any user not registered in Apex application is an external source.
Approve	Defines approval-related email parsing behavior. Enable approval actions through email for modules such as IM, SR, CR, PR, procurement, asset approval, reconciliation acceptance, and manager verification. The system analyzes the email content to detect approval intent (for example, approve or reject), and based on the configured settings, triggers the corresponding backend approval or rejection action. Screenshot Figure: Approve
Enable IM Approval by E-mail	Select this check box to allow IM approvers to perform approval actions directly from email. When enabled, the system can detect approval responses (such as Approve or Reject) from the approver’s email and automatically process the corresponding action in the platform.
Enable SR Approval by E-mail	Select this check box to allow SR approvers to perform approval actions directly from email. When enabled, the system can detect approval responses (such as Approve or Reject) from the approver’s email and automatically process the corresponding action in the platform.
Enable CR Approval by E-mail	Select this check box to allow CR approvers to perform approval actions directly from email. When enabled, the system can detect approval responses (such as Approve or Reject) from the approver’s email and automatically process the corresponding action in the platform.
Enable PR Approval by E-mail	Select this check box to allow PR approvers to perform approval actions directly from email. When enabled, the system can detect approval responses (such as Approve or Reject) from the approver’s email and automatically process the corresponding action in the platform.
Enable Asset Approval by E-mail	Select the Enable Asset Approval by E-mail as Asset Allocation. This helps the user to accept or reject the Asset Allocation through E-mail.
Enable End User Asset Reconciliation Acceptance by Email	Select this check box to allow end users to confirm or accept the reconciliation of their assets via a reply to an e-mail notification.
Enable Manager Verification of Asset Reconciliation by Email	Select this check box to allow managers to verify or approve asset reconciliation actions through e-mail responses.

Actions

The following table describes the actions available on the right-side panel of Email Parser Configuration - Details page.

Field

Description

Update Subscriptions

Allows administrators to refresh and update the subscription configuration for mail logs. When additional parsers are added to an existing configuration, the Update Subscription option ensures that the mail logs are updated to reflect data from both the previously configured parsers and the newly added ones.

This helps maintain accurate and complete mail processing records.

Mail Logs

Displays detailed logs of all processed emails, including their parsing status, processing results, and any errors encountered. This helps administrators monitor email processing activities, troubleshoot issues, and verify whether emails were successfully parsed and acted upon.

Screenshot

Figure: Mail Logs

Let’s explore the following scenario to understand the flow of above configurations.

Scenario: Automated Incident Creation from Alert Emails

Scenario
An organization Novatech, wants to automatically create incidents when system monitoring tools send alert emails about server or infrastructure issues.

Step 1: Mailbox Configuration
The Administrator configures the IMS mailbox using Office 365 or IMAP to monitor the support mailbox (for example, support@novatech.com).
Email filtering rules are configured to allow emails only from the monitoring system domain (monitoring.novatech.com).

Step 2: Parsing Configuration
The administrator uploads sample alert emails and configures field mappings such as:

Email Subject → Incident Summary
Email Body → Description
Email Sender → Caller

A Create criteria prompt is defined so that when an email contains keywords such as server down or system alert, the system automatically creates an Incident record.

Additional Configurations

Attachments from emails are included in the incident record.
If the sender does not exist in the system, IMS automatically creates the user account.
Processed emails are moved to a designated folder for tracking.

Result
When the monitoring system sends an email such as “Server DB-01 is down – urgent”, IMS parses the email, extracts the required information, and automatically creates an Incident and routes it to the IT Support team, reducing manual effort and improving response time.

The following is the visual presentation of the above use-case.

IMS Configuration List Page

The IMS Configuration List page provides a centralized view where you can manage all mailbox and template configurations in one place. This page displays configurations with key details such as Configuration Name, Server Type, Department and Status, enabling users to quickly review and monitor configuration settings.

Users can efficiently locate specific configurations using quick search and filets including Domain, Department and Server Type. The list supports sortable columns, pagination, and a total record count, allowing users to navigate and analyze large numbers of configurations easily.

By consolidating mailbox and template configurations into a single, searchable interface, the feature simplifies administration tasks, improves visibility, and helps maintain configuration accuracy and consistency.

Figure: IMS Configuration List Page

This section explains all the icons on the right-side panel of the IMS Configuration List page.

Filters

Click Filters to specify a particular filter criteria to display the configured Mailboxes. On clicking the Filters icon, the Filters pop up page is displayed. Select the Domain, Department and Server Type, and click Submit.

Figure: Filter

Show List

Click Show List to display the List table showing all the configured Mailboxes as per the selected Server Type value for the selected Tenant.

To edit any IMS configuration, click the Mailbox Name. Make appropriate changes and click Submit.
To display the inactive IMS configurations, click the Include Inactive check box.

Note
When the configured Mailboxes are displayed under the List table, the Add New action is displayed under Actions. Click Add New to configure a new Mailbox.