Notification Parser

You can configure Notification Parsing so that Incidents can be automatically logged from the e-mail messages received from a configured Mailbox (see: Configuring Mailbox). This is more suitable where one or more system Alert e-mails keep flowing into the mailbox regarding the server status or storage device status, and so on. For more information about E-mail Parsing, see E-mail Parsing.

To configure Notification Parser, perform the following steps:

Log in to the Application.
Select Admin from the Workspace dropdown.

Figure: Workspace
Navigate to Notifications > General > Notification Parser.
Select Department and enter the required details.
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.

For more information about fields on the NOTIFICATION PARSER page, see Field Description.

Figure: Notification Parser
1. Fill in the other required details under UPDATE, and APPROVE tabs (see: Configure Parse Conditions).
  
  Figure: Parsing Conditions
2. Click Submit. A new Notification Parser is configured.

Note
If Notification Parser is configured, add the .eml and .msg extensions in the Valid Attachments Extensions field in the APPLICATION SETTINGS page. For more information, see Configuring Application Settings
.eml- if included, the mail/notification parser attaches the source e-mail as an attachment under the Attachments section of the respective Incident.
.msg - if included, the mail/notification parser attaches e-mails/attachments attached within the e-mail under the Attachments section of the respective Incident.

Field Description

The following table describes the fields on the NOTIFICATION PARSER page:

Field	Description
DETAILS
Parser Type	Select the Notification Parser type: Email.
Rule Name	Type in a unique rule name. You can specify multiple rule names for a Tenant. The newly configured rule name gets appended to the Copy Existing list. Note A rule name can contain alphanumeric characters.
Copy Existing Rule	Lists the configured rule names for a Tenant. If you wish to use the existing rule, select the rule name from the list. A confirmation message is displayed: "Do you want to use the selected rule details to create new rule?" Click OK. The selected rule name is displayed as Copy of <Rule Name> value in the Rule Name field. This can be renamed.
Domain	Displays the domain for the selected Tennant. Select the required Domain.
Create User	If selected, a user is created whenever the User ID is not available in the User list for the configured e-mail ID. For example, if you specify the e-mail ID as ‘xyz@acme.com’, and if the ‘xyz’ user is not present, the application creates the user as xyz. By default, the access is given for IM module for the newly created User ID.
Time Zone	Select the time zone to which the new users have to be assigned. This field is displayed only when the Create User check box is active.
Assign Role Template(s)	Select the Role Template to which the new users have to be assigned. This field is displayed only when the Create User check box is active.
Send Notification	If selected, an e-mail notification with login credentials is sent to the newly created user. This check box is displayed only when the Create User check box is active.
Include Attachments	Select to include attachments.
Minimum/Maximum Attachment Size (KB)	Specify the minimum and maximum size of the attachment in kb.
Allow Domains	Specify the domain names for which the issue-related-e-mails are generated as an Incident.
Restricted E-mail IDs	Specify the restricted e-mail ids for which the Incidents are not generated.
Action for Resolved Incident	If the e-mail is received for a resolved Incident, select an action from the list.
Action for Resolved Service Requests	If the e-mail is received for a resolved SR, select an action from the list.
Action for Processed E-Mails	Select an action from the drop-down list that you want to perform on the processed e-mails. You can either delete the processed e-mails or move them to specific folder. If you select Move to Folder from the drop-down list, you can type the folder name in the text box that is available with the Action for Processed E-Mails drop-down box.
Active	If selected, the Notification Parser configuration becomes active.

Configure Parse Conditions

Update Tab

Figure: NOTIFICATION PARSER - UPDATE tab

You can fill in the following details under the UPDATE tab:

Field	Description
DETAILS
Allow End User to Update Incident	If selected, the end user will be able to update or make changes to the Incident.
Allow Analyst to Update Incident	Select an Incident update type from the drop-down list.
Allow External Source to Update Incident 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.
Allow Requester to Update Service Request	If selected, the Requester can update the Service Request.
Allow Analyst to Update Service Request	Select a SR Update type from the drop-down list.
Allow Requestor to Update Problem Record	If selected, the Requester can update the Problem Record.
Allow Analyst to Update Problem Record	Select a PR Update type from the drop-down list.
Allow External Source to Update Problem Private Log	If selected, the Problem Record Private Log information can be updated by an external source. Any user not registered in the application is an external source.
Enable Incident Update Based on E-mail Subject	If selected, the Incident details are auto updated if the e-mail subject contains the Incident ID. If there is no Incident ID in the e-mail subject, a new Incident is created.
EXCLUDE USERS TO UPDATE INCIDENT
Email ID	Type in the Email ID to exclude the user to Update Incident.
icon	Click icon to add the Email ID in the list.

Approve Tab

Figure: APPROVE tab

Under the APPROVE tab, you can configure the approval details.

Field	Description
Enable IM Approval by E-mail	Select this check box to enable IM approver.
Enable SR Approval by E-mail	Select this check box to enable SR approver.
Enable CR Approval by E-mail	Select this check box to enable CR approver.
Enable PR Approval by E-mail	Select this check box to enable PR approver.
Enable Procurement Approval by E-mail	Select the Procurement request from the drop-down list to enable approval or rejection through e-mail.
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	If enabled, allows 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	If enabled, allows managers to verify or approve asset reconciliation actions through e-mail responses.
Define Phishing Warning Message to Exclude While Parsing	Select this checkbox to address the notification parser e-mails having phishing related additional messages in the organization e-mails. The parser will be able to ignore the template message, which is configured in this checkbox, and will be able to read the rest of the message such as Approve/ Reject message to process it further. To configure the message template, perform the following steps: Select the Define Phishing Warning Message to Exclude While Parsing checkbox. It displays the text box to enter the required message template. Specify the required message template in the text box. Click Add. The message template gets added in the list below. A sample screenshot is shown below: The added message template will be ignored while email parsing and approval or rejection will take place as mentioned in the email body. For Example: For a configured e-mail with the message such as "* External * Approved" the defined message template "* External * gets ignored while email parsing and the rest of the information (Approved) gets processed. Edit To edit the existing message template, perform the following steps: Click edit icon to modify the already added existing message template. Modify the message in the text box. Click Update to save the modified message template. The modified message template gets updated and added in the list below: For Example: In the above-mentioned steps, the message template "* External " is modified to " External Updated ". Delete* To delete the existing message template, perform the following steps: Click delete icon to delete a message template. System displays the following confirmation message: Click OK to delete and click Cancel to cancel the deletion.

Note
System displays the following message in Configure Parsing Conditions section, if Smart is selected as Intelligent Mail Parser Configuration section in Application Settings.
Smart Parser Mode Active
AI automatically handles email classifications and field mapping. Manual configuration for new rules is hidden.
Click Change Settings if you want to switch from Smart mode to Classic mode.

Mail Parser Troubleshooting

A new addition to the Notification Parser list page action panel is the Troubleshooting icon. This Troubleshooting option will help the Admin view the data related to the mails that were parsed such as which mailbox was used for the incoming mails, what all rules got applied, and which rule was considered for parsing the mail. All these details are displayed in this new option. These details can also be extracted to an excel for future reference.

Salient Features

Enhanced Troubleshooting Options.
Ability to view Mail Logs in Grid View.
Enhanced Filtering in Mail Logs.
Ability to View & Expand Rule Details.

To view the Troubleshooting option in the Notifications Parser List Page, perform the following steps:

Navigate to Admin > Notifications > Notification Parser.
Select Tenant.
The notification Parser list page is displayed.
In the right action panel, click Troubleshoot to open the Mail Logs page.
The Mail Logs pop-up is displayed when the Troubleshoot option is clicked.

The popup provides the details of all the mails that were parsed using which mailbox and what parser rules were used for them to be parsed.
These details can be viewed with further drill down in the popup.

Field Description

The following table describes the fields on the Mail Logs page.

Field	Description
Details
Filters	You can filter out the mail logs based on the mail parameters such as From, To & CC mail ids, Mail Subject, Body, Sent Time, Rule Name, etc using the Filters option. The emails can be filtered based on three filter options namely, Fields The parameters or attributes that can be selected in the Field dropdown are: From Mail ID: To filter using the sender’s email ID. To Mail ID: To filter using the receiver’s email ID. CC Mail ID: To filter using email IDs in the cc list. Mail Subject: To filter using the email subject. Mail Body: To filter using text in the email body. Sent Time: To filter using Sent Time. Rule Name: To filter using Rule Name. Type: To filter by Type. Execution Order: To filter by the Execution Order. Operator The second function under Filters is to select the Operator for the field attribute. The values of the operator dropdown will be based on the selected Field attributes or parameters. If From, To, or CC mail Ids are selected as the field attributes then the operator value will be mostly Equal To, Not Equal To, Contains, does not Contains, etc. If the field attribute is Sent Time, then the values of the operator will be Equal To, Not Equal To, In Between, etc. Values The Values field will be a dropdown or textbox, or text area based on the selected Field parameter and the Operator. If Mail Subject or Body is selected as a parameter, then the Values filed will be a textbox where one can enter the desired characters. If the selected parameter is Sent Time, then the Value field will become a Calendar control where one can select the Date and Time of the mail logs.
Add Filter	You can add multiple filters by clicking the Add Filter icon (+) present in the Filters option. A mail log can be filtered using multiple different filters. Clicking the add icon will add another layer of the filter.
Delete Filter	You can delete any added filters by clicking the Delete Filter icon (-) present in the filter option. If multiple layers of filters can be added, then all the added filter layers can also be deleted. To delete an added layer of filter just click the Delete Icon (-) present for each filter layer. The first filter layer cannot be deleted by default.
Apply Filter	For the system to display the mail logs based on the entered filter the Apply Filter button should be clicked. This button will be active only if a minimum of one filter is added. Once the button is activated click it to view the result in the grid below the filter section. The filter will display the appropriate logs based on the provided filters. If the system does not find any matching mail logs, then the system will display a “no results found” message.

Mail Log Grid View

The Mail Log pop-up is opened when the Troubleshoot option is clicked from the Actions panel. This pop-up displays a list of mail logs in a grid or tabular format. The details of the mail logs are captured under each column in the grid.

The maximum number of rows in the grid can be limited to 15 per page post which pagination kicks in. The Grid should be in a certain format to capture all the details.

The Grid is divided into two divisions namely:

Mail Details: The Mail Details provides information about the mails that were received by the system.
Rule Details: The Rule Details provide the information of the Rule which got applied to the mail to be parsed successfully.

Field Description

The following table describes the fields on the Mail Log Grid View.

Field

Description

Details

From Mail ID

The mail id of the incoming mail or the received mail which got successfully parsed.

To Mail ID (Mailbox)

The mail id will be that of the Mailbox to which the incoming mail went to. 

CC Mail IDs

All the mail ids which were part of CC in the received mails are captured here. 

Mail Subject 

The subject of the received mail are displayed in this column. 

Mail Body 

This column will display the body of the received email. 

The body of the mail is displayed until the character limit for the column is reached.
There is a hyperlink named more in the body column. Clicking on the hyperlink will further drill down to view the entire mail details.

Sent Time

This column will display the date and time of the incoming mail.
The date and time will be the mail received time or the mail sent time.

Rule Name

The name of the parser rule which was used to successfully parse the mail is displayed in this column alongside each mail.

Type

The name of the module for which the parser got applied is mentioned here.

Execution Order 

The execution order of the parser which got applied to successfully parse the mail is captured under this column.

Rule Processing Sequence 

This column consists of hyperlinks to further drill down to view the parser details.
Click the hyperlink present in the Rule Processing Sequence column to view all the Parser Rules which was selected for the received mail.

The drill-down page will have details such as:

S. No	Serial Number
Parser Rule Name	This column displays the name of the rules which got picked for the mail.
Execution Order	This column displays the execution order of each parser rule.
Status	The system displays the status of the parser rule under this column for each parser. The parser which got picked up but didn’t parse a mail then the status of that parser rule will be “Failed”. The parser rule which parsed the mail will have the status as “Success”.
Remarks	This column will display the remarks based on the status of the parser rules. If the rule failed, then the remarks will be “Condition not met”. If the rule was success, then the remarks will be “Record created successfully”.
Search	A Search Bar is present above the Grid view which can be used to search for any details present in the grid. The searched character will be highlighted and will be displayed in the grid:
Export to Excel	Export to Excel option is provided to view the details of the Parser Rule grid captured in an excel sheet. When clicked a dropdown will display two options to export the excel such as: Export All: If Export All is clicked the system will download the entire grid across all the pages to an excel sheet. Export Page: If Export Page is clicked, then the system will only download the details of the grid in the current page to the excel sheet.

Sort Filter

To sort the mails in the mail logs grid based on latest and by oldest, click the Sort Filter icon.

Clicking the Sort icon will filter the mails based on date such as:

New to Old
Old to New

A Search Bar is present above the Grid view in the Mail Log pop-up page which can be used to search for any details present in the grid.

The searched character will be highlighted and will be displayed in the grid highlighted in yellow.

Export to Excel

Export to Excel option is provided in the Mail Log popup page to view all the mail log grid details captured in an excel sheet. When clicked a dropdown will display two options to export the excel such as:

Export All: If Export All is clicked the system will download all the entire grid across all the pages to a excel sheet.

Export Page: If Export Page is clicked, then the system will only download the details of the grid in the current page to the excel sheet.

A Close button is present at the bottom of the Mail Logs popup page. If the Close button is clicked, then the Mail Logs popup page will be closed.

Actions

This section explains all the icons displayed on the Actions panel of the Mail Parser page.

Show List

Click Show List to display the List table showing all the configured Notification Parser details for the selected Tenant.

To edit Notification Parsers, click the Rule Name. Make appropriate changes and click Submit.
To display inactive Notification Parsers, click the Include Inactive check box.

Figure: Notification Parser List

Click on the Troubleshoot icon , to view the details of all the successful incoming mails.
Mail Logs pop-up page is displayed.
Figure: Error Logs

Actions

As an admin you can perform following actions on the Notification Parser list page.

Add New: Clicking on this option will allow you to create a new Notification Parser.
Display Rules: Click to view the configured notification parser rules.
Troubleshoot: Click to view the details of all the successful incoming mails which utilized different parser rules to perform the configured actions.

Note
When the Notification Parser details are displayed under the List table, the Add New action is displayed on the Actions panel. Click Add New to configure a new Notification Parser.

Mail Format

Click Mail Format to view the sample e-mail content. The user-defined keys and user-defined key values are displayed as Keys Availability and Preview, respectively, under the Sample e-mail Content. If the defined user-defined key is not available, the key is marked in red color.

Mailbox

If you click Mailbox, you are redirected to Mailbox configuration page. For more information about the Mailbox page, see Configuring Mailbox.