---
title: "Notification Parser"
slug: "notification-parser"
updated: 2026-03-10T13:15:38Z
published: 2026-03-10T13:15:38Z
canonical: "help.symphonysummitai.com/notification-parser"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/apex/docs/e-mail-parsing)). 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](/apex/docs/e-mail-parsing).

To configure Notification Parser, perform the following steps:

1. Log in to the Application.
2. Select **Admin** from the **Workspace** dropdown. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Admin selection.png) Figure: Workspace
3. Navigate to **Notifications** > **General** > **Notification Parser**.
4. Select **Department** and enter the required details.

> [!NOTE]
> 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Np 1.png) Figure: Notification Parser
  1. Fill in the other required details under **UPDATE**, and **APPROVE** tabs (see: [Configure Parse Conditions](/apex/docs/notification-parser#configure-parse-conditions)).

> [!NOTE]
> Note
> 
> If the **Smart Parser Mode** is **Active** then **Update** and **Approve** tabs are displayed. If **Smart Parsing** is disabled in the **Application Settings** then the **Create** tab is displayed. For more information, refer [Parse Conditions](/apex/docs/notification-parser#configure-parse-conditions). ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/create(2).png) Figure: Create Tab

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Np 2.png) Figure: Parsing Conditions
  2. Click **Submit**. A new Notification Parser is configured.

> [!NOTE]
> 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](/apex/docs/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] > 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**

**Create**

If the module is selected as Incident or Call Record, Incidents/Call Records can be automatically logged from the e-mail messages received from a configured Mailbox. The Administrator needs to configure the following fields for the Incident and Call Management module.

#### Incident Management Module

If the module is selected as Incident, following fields are displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/create1(1).png) Figure: Create

| **Field** | **Description** |
| --- | --- |
| Mailbox | Lists the configured mailboxes under Exchange and Pop-3 Server types. Select a mailbox name from the list. |
| Disable Incident Creation | Incident creation will be disabled if this checkbox is enabled. Once this option is enabled, it disables Incident creation for all parsers, however, update and approve actions will happen if the configuration is enabled for both. > [!NOTE] > Note > > If there are more than one parser, then if create option is disabled for one parser, then it will check the second parser and match the condition. If the condition is met, then Incident creation will take place. |
| From E-mail ID | Type in the E-mail ID from which the inflow of e-mails needs to be converted into incidents based on the specified filter. Note: If the From E-mail ID is not specified, then all the e-mails that flow into the configured mail box are considered for logging of an incident. |
| **GENERAL CONDITIONS** |
| Condition Type | Select the radio button to select **All** or **Any** condition. |
| User-Defined Key | Lists the configured templates. Select a template from the list. |
| Condition | Select an operator from the list. |
| Value | Type in a value for the user E-mail Template Fields. |
| ![Plusicon](data:image/png;base64,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)icon | Click ![Plusicon](data:image/png;base64,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) icon to add a new condition. |
| **DEFAULT CONFIGURATION** |
| Classification | Lists the various Classifications under which the incident can be considered for resolution. To select the Classification, click the **Search** icon. The Classification list window is displayed. You can use the **Expand** icon to view the sub-Classifications in the Classification tree. Select a Classification that you want to associate for the incident. |
| Category | Lists the various Categories under which the incident can be considered for resolution. To select the Category, click the **Search** icon. The Category list window is displayed. You can use the **Expand** icon to view the sub-Categories in the Categories tree. Select a Category that you want to associate for the incident. The categories which are mapped to the customers as per the Category configuration are displayed as highlighted on the **Category** Pop-up page. |
| Workgroup | Lists the configured Workgroups. Select a workgroup from the list. |
| Priority | Lists the Priority options defined for a Tenant. Select an Priority option from the list to indicate the level of Priority for an incident. |
| Urgency | Lists the Urgency levels defined for a Tenant. Select an Urgency level from the list box to indicate the Urgency level of an incident. |
| Impact | Lists the Impacts defined for a Tenant. Select a Impact option from the list box to indicate the Impact for an incident. |
| Symptom | Type in the details about the symptoms that led to open an incident. |
| Description | Type in the brief description of the incident. |
| FIELD MAPPING | Allows you to map the **Templates** with **Fields on New Incident page**. It is mandatory to map **Fields on New Incident page** (Symptom and Description) with the **Templates**. Now, the user is allowed to configure any field under **User-Defined Key** and for any specific field under **Fields on New Incident page**. - **User-Defined Key**: List the System Configured Templates and the custom Templates. Select a Template from the list. > [!NOTE] > Note > > **Caller**/**From Emai**l cannot be similar to **To address**/**Mailbox address**. - **Condition**: List the operators for conditional mapping. Available options are as following: - As-Is - Contains - Equals - Does not contain - Not Equals (!=) > [!NOTE] > Note > > The above mentioned Operators are applicable to all options available in the **Fields on New Incident page** drop-down list**.** (For Example: Priority, Workgroup etc.) > > **As Is** operator will not have any logical condition applied. This operator is available only for **Subject** and **Body** User Defined Keys. Also, if **Operator** is selected as **As-Is**, **Field Value** text boxes will be greyed out. - **Field Value** Specify the field value for the selected operator and user-key. - Fields on New Incident page: List the IM mandatory fields and the custom fields. Select a field from the list to map it with the selected Template in the Template list. - Select **caller** from the drop-down list of **Fields on New Incident page** to have an option to set up a caller in parser and based on the configured conditions under **User Defined Keys,** **Operator** and **Field Value**, the caller will be mapped and changed. > [!NOTE] > Note > > On Incident Details page, for Symptom and Description it will not take parser configuration, it will append information in Symptom and Description. - **Field Value** : Type in the value for the IM key. Click the ![Plusicon](data:image/png;base64,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) icon to add the mapping rule. The added mapping rules are displayed in the tabular form below the Mapping section. If you want to delete any of the mapped rules, click the **Delete** icon. While mapping the **Templates** with **Fields on New Incident page**, the following scenarios are supported: 1. If you specify both **Template** and the **Fields on New Incident page** value, without specifying the mapping values, then the Template value will be the value for **Fields on New Incident page**. 2. If you specify the **Configured E-mail Template** along with the Value and the **Fields on New Incident page** without the Value, then the both user-defined key value and mapped Value are appended, and it will become the value for the **Fields on New Incident page**. 3. If you specify the **Configured E-mail Template** along with the Value and the **Fields on New Incident page** along with the Value, then the application searches for the **Configured E-mail Template** value and copies that complete key value and it will become the value for **Fields on New Incident page**. 4. If you map two different **Configured E-mail Templates** with a single **Fields on New Incident page** value, then the two **Configured E-mail Template** are appended and that appended value will become the value for **Fields on New Incident page**. 5. If you map two different **Configured E-mail Templates** along with the values, with a single **Fields on New Incident page**, then the two **Configured E-mail Templates** and values are appended and that appended value will become the value for the single **Fields on New Incident page**. You can prioritize or sort the order of the configured conditions as per your requirement by dragging the specific rows and click **Submit** to save it. The top most row condition will be checked first. If this condition is not met then the second row condition will be checked and so-on. If none of the conditions are met, then the incident will take the sender's email address as the actual caller. For example, below is the Caller Mapping configuration. \| **S.No** \| **User Defined Key** \| **Operator** \| **Field Value** \| **Field on New Incident Page** \| **Field Value** \| \| --- \| --- \| --- \| --- \| --- \| --- \| \| 1 \| From Email \| equals \| user1@acme.com \| caller \| Caller2 \| \| 2 \| Subject \| contains \| ticket \| caller \| Caller1 \| \| 3 \| Body \| contains \| user3@acme.com \| caller \| Caller3 \| System will look for the first condition and if the first condition is met, then the caller will be mapped as Caller2. If the first condition is not met, then the system will look for the second condition. If second condition is met, caller will be mapped as Caller1, and so-on. **Scenario - Reply E-mails** Communications tab for an incident on Incident Details page will be updated based on the mapping done at **Fields Mapping** section. For example, below is the one of the configuration of Field Mapping section. \| **User Defined Key** \| **Operator** \| **Field Value** \| **Fields on New Incident Page** \| **Field Value** \| \| --- \| --- \| --- \| --- \| --- \| \| From E-mail \| Equals To \| [User1@a](mailto:user1@symphonysummit.com)cme.com \| caller \| Caller1@acme.com \| As per the above configurations, on incident details page, caller will be displayed as **Caller1** and **Logged by** will be displayed as User1. Following are the different scenarios of updating a ticket under the Communication tab. - If User1 is replying to the e-mail, then ticket will be updated and Caller1 will be displayed under Communication tab. - If Caller1 is replying to the e-mail, then ticket will be updated and Caller1 will be displayed under Communication tab. - If User2 (in CC) is replying to the e-mail, then ticket will be updated and User2 will be displayed under Communication tab. - If User1 has forwarded the email to User3 and User3 is replying the email, then the ticket will be updated and User3 will be displayed under Communication tab. **Scenario - Receiving Monitoring E-mails** For Example : Lets say below are the caller condition mapping configurations. \| **S No.** \| **User Defined Key** \| **Operator** \| **Field Value** \| **Fields on New Incident Page** \| **Field Value** \| \| --- \| --- \| --- \| --- \| --- \| --- \| \| 1 \| From E-mail \| equals \| user1@acme.com \| caller \| Caller1 \| \| 2 \| To E-mail \| equals \| mailbox1@acme.com \| caller \| Caller2 \| \| 3 \| To E-mail \| equals \| [mailbox2@acme.com](mailto:mailbox1@acme.com) \| caller \| Caller3 \| \| 4 \| To E-mail \| equals \| [mailbox3@acme.com](mailto:mailbox1@acme.com) \| caller \| Caller4 \| - For the first configuration, if all of the e-mails sent from the [user1@acme.com](mailto:user1@acme.com) an incident will be logged with caller name as Caller1**.** - For the second configuration, if any monitoring e-mail is sent to the [mailbox1@acme.com](mailto:mailbox1@acme.com) an incident will be logged with caller name as Caller2. - For the third configuration, if all of the e-mails sent to the [mailbox2@acme.com](mailto:mailbox1@acme.com) an incident will be logged with caller name as Caller3. - For the fourth configuration, if all of the e-mails sent to the [mailbox3@acme.com](mailto:mailbox1@acme.com) an incident will be logged with caller name as Caller4. - It will help the user to differentiate the monitoring e-mails which are sent to different email addresses but generated from same e-mail. |
| **S.No** | **User Defined Key** | **Operator** | **Field Value** | **Field on New Incident Page** | **Field Value** |
| 1 | From Email | equals | user1@acme.com | caller | Caller2 |
| 2 | Subject | contains | ticket | caller | Caller1 |
| 3 | Body | contains | user3@acme.com | caller | Caller3 |
| **User Defined Key** | **Operator** | **Field Value** | **Fields on New Incident Page** | **Field Value** |
| From E-mail | Equals To | [User1@a](mailto:user1@symphonysummit.com)cme.com | caller | Caller1@acme.com |
| **S No.** | **User Defined Key** | **Operator** | **Field Value** | **Fields on New Incident Page** | **Field Value** |
| 1 | From E-mail | equals | user1@acme.com | caller | Caller1 |
| 2 | To E-mail | equals | mailbox1@acme.com | caller | Caller2 |
| 3 | To E-mail | equals | [mailbox2@acme.com](mailto:mailbox1@acme.com) | caller | Caller3 |
| 4 | To E-mail | equals | [mailbox3@acme.com](mailto:mailbox1@acme.com) | caller | Caller4 |
| **CI DOWN CONDITION** |
| Condition Type | Select the radio button to select **All** or **Any** condition. |
| User-Defined Key | Lists the configured templates. Select a template from the list. |
| Condition | Select an operator from the list. |
| Value | Type in a value for the user E-mail Template Fields. |
| ![Plusicon](data:image/png;base64,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)icon | Click ![Plusicon](data:image/png;base64,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) icon to add a new condition. |

**Call Record**

If the module is selected as Call Record, following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/create cal rec.png) Figure: Notification Parser - Create tab for Call Record

| **Field** | **Description** |
| --- | --- |
| Workgroup | Select the Workgroup from the drop-down list. The Call Record is created under the selected Workgroup. |
| Mailbox | Lists the configured mailboxes under Exchange and Pop-3 Server types. Select a mailbox name from the list. |
| Type | Select the Call Type from the list. The Call Record is created in the selected Call Type when the e-mail is received from the configured mailbox. The Call Records can be created only as Enquiry. |
| From E-mail ID | Type in the E-mail ID from which the inflow of e-mails needs to be converted into Call Records based on the specified filter. Note: If the From E-mail ID is not specified, then all the e-mails that flow into the configured mail box are considered for logging of an incident. |

**Service Request**

If the module is selected as Service Request, following fields are displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sr(4).png)

Figure: Log Service Request

| **Field** | **Description** |
| --- | --- |
| Mailbox | Lists the configured mailboxes under Exchange and Pop-3 Server types. Select a mailbox name from the list. |
| Disable Incident Creation | Incident creation will be disabled if this checkbox is enabled. Once this option is enabled, it disables Incident creation for all parsers, however, update and approve actions will happen if the configuration is enabled for both. > [!NOTE] > Note > > If there are more than one parser, then if create option is disabled for one parser, then it will check the second parser and match the condition. If the condition is met, then Incident creation will take place. |
| From E-mail ID | Type in the E-mail ID from which the inflow of e-mails needs to be converted into incidents based on the specified filter. Note: If the From E-mail ID is not specified, then all the e-mails that flow into the configured mail box are considered for logging of an incident. |
| **GENERAL CONDITIONS** |
| Condition Type | Select the radio button to select **All** or **Any** condition. |
| User-Defined Key | Lists the configured templates. Select a template from the list. |
| Condition | Select an operator from the list. |
| Value | Type in a value for the user E-mail Template Fields. |
| ![Plusicon](data:image/png;base64,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)icon | Click ![Plusicon](data:image/png;base64,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) icon to add a new condition. |
| FIELD MAPPING | Allows you to map the **Templates** with **Fields on New Service Request page**. It is mandatory to map **Fields on New Service Request page** (Symptom and Description) with the **Templates**. Now, the user is allowed to configure any field under **User-Defined Key** and for any specific field under **Fields on New Service Request page**. - **User-Defined Key**: List the System Configured Templates and the custom Templates. Select a Template from the list. > [!NOTE] > Note > > **Caller**/**From Emai**l cannot be similar to **To address**/**Mailbox address**. - **Condition**: List the operators for conditional mapping. Available options are as following: - As-Is - Contains - Equals - Does not contain - Not Equals (!=) > [!NOTE] > Note > > The above mentioned Operators are applicable to all options available in the **Fields on New Service Request page** drop-down list**.** (For Example: Priority, Workgroup etc.) > > **As Is** operator will not have any logical condition applied. This operator is available only for **Subject** and **Body** User Defined Keys. Also, if **Operator** is selected as **As-Is**, **Field Value** text boxes will be greyed out. - **Field Value** Specify the field value for the selected operator and user-key. - Fields on **New Service Request page**: List the SR mandatory fields and the custom fields. Select a field from the list to map it with the selected Template in the Template list. - Select **caller** from the drop-down list of **Fields on New Service Request page** to have an option to set up a caller in parser and based on the configured conditions under **User Defined Keys,** **Operator** and **Field Value**, the caller will be mapped and changed. > [!NOTE] > Note > > On Incident Details page, for Symptom and Description it will not take parser configuration, it will append information in Symptom and Description. - **Field Value** : Type in the value for the SR key. Click the ![Plusicon](data:image/png;base64,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) icon to add the mapping rule. The added mapping rules are displayed in the tabular form below the Mapping section. If you want to delete any of the mapped rules, click the **Delete** icon. While mapping the **Templates** with **Fields on New Service Request page**, the following scenarios are supported: 1. If you specify both **Template** and the **Fields on New Service Request page** value, without specifying the mapping values, then the Template value will be the value for **Fields on New Service Request page**. 2. If you specify the **Configured E-mail Template** along with the Value and the **Fields on New Service Request page** without the Value, then the both user-defined key value and mapped Value are appended, and it will become the value for the **Fields on New Service Request page**. 3. If you specify the **Configured E-mail Template** along with the Value and the **Fields on New Service Request page** along with the Value, then the application searches for the **Configured E-mail Template** value and copies that complete key value and it will become the value for **Fields on New Service Request page**. 4. If you map two different **Configured E-mail Templates** with a single **Fields on New Service Request page** value, then the two **Configured E-mail Template** are appended and that appended value will become the value for **Fields on New Service Request page**. 5. If you map two different **Configured E-mail Templates** along with the values, with a single **Fields on New Service Request page**, then the two **Configured E-mail Templates** and values are appended and that appended value will become the value for the single **Fields on New Service Request page**. You can prioritize or sort the order of the configured conditions as per your requirement by dragging the specific rows and click **Submit** to save it. The top most row condition will be checked first. If this condition is not met then the second row condition will be checked and so-on. If none of the conditions are met, then the incident will take the sender's email address as the actual caller. For example, below is the Caller Mapping configuration. \| **S.No** \| **User Defined Key** \| **Operator** \| **Field Value** \| **Field on New Incident Page** \| **Field Value** \| \| --- \| --- \| --- \| --- \| --- \| --- \| \| 1 \| From Email \| equals \| user1@acme.com \| caller \| Caller2 \| \| 2 \| Subject \| contains \| ticket \| caller \| Caller1 \| \| 3 \| Body \| contains \| user3@acme.com \| caller \| Caller3 \| System will look for the first condition and if the first condition is met, then the caller will be mapped as Caller2. If the first condition is not met, then the system will look for the second condition. If second condition is met, caller will be mapped as Caller1, and so-on. **Scenario - Reply E-mails** Communications tab for an incident on Incident Details page will be updated based on the mapping done at **Fields Mapping** section. For example, below is the one of the configuration of Field Mapping section. \| **User Defined Key** \| **Operator** \| **Field Value** \| **Fields on New Incident Page** \| **Field Value** \| \| --- \| --- \| --- \| --- \| --- \| \| From E-mail \| Equals To \| [User1@a](mailto:user1@symphonysummit.com)cme.com \| caller \| Caller1@acme.com \| As per the above configurations, on incident details page, caller will be displayed as **Caller1** and **Logged by** will be displayed as User1. Following are the different scenarios of updating a ticket under the Communication tab. - If User1 is replying to the e-mail, then ticket will be updated and Caller1 will be displayed under Communication tab. - If Caller1 is replying to the e-mail, then ticket will be updated and Caller1 will be displayed under Communication tab. - If User2 (in CC) is replying to the e-mail, then ticket will be updated and User2 will be displayed under Communication tab. - If User1 has forwarded the email to User3 and User3 is replying the email, then the ticket will be updated and User3 will be displayed under Communication tab. **Scenario - Receiving Monitoring E-mails** For Example : Lets say below are the caller condition mapping configurations. \| **S No.** \| **User Defined Key** \| **Operator** \| **Field Value** \| **Fields on New Incident Page** \| **Field Value** \| \| --- \| --- \| --- \| --- \| --- \| --- \| \| 1 \| From E-mail \| equals \| user1@acme.com \| caller \| Caller1 \| \| 2 \| To E-mail \| equals \| mailbox1@acme.com \| caller \| Caller2 \| \| 3 \| To E-mail \| equals \| [mailbox2@acme.com](mailto:mailbox1@acme.com) \| caller \| Caller3 \| \| 4 \| To E-mail \| equals \| [mailbox3@acme.com](mailto:mailbox1@acme.com) \| caller \| Caller4 \| - For the first configuration, if all of the e-mails sent from the [user1@acme.com](mailto:user1@acme.com) an incident will be logged with caller name as Caller1**.** - For the second configuration, if any monitoring e-mail is sent to the [mailbox1@acme.com](mailto:mailbox1@acme.com) an incident will be logged with caller name as Caller2. - For the third configuration, if all of the e-mails sent to the [mailbox2@acme.com](mailto:mailbox1@acme.com) an incident will be logged with caller name as Caller3. - For the fourth configuration, if all of the e-mails sent to the [mailbox3@acme.com](mailto:mailbox1@acme.com) an incident will be logged with caller name as Caller4. - It will help the user to differentiate the monitoring e-mails which are sent to different email addresses but generated from same e-mail. |
| **S.No** | **User Defined Key** | **Operator** | **Field Value** | **Field on New Incident Page** | **Field Value** |
| 1 | From Email | equals | user1@acme.com | caller | Caller2 |
| 2 | Subject | contains | ticket | caller | Caller1 |
| 3 | Body | contains | user3@acme.com | caller | Caller3 |
| **User Defined Key** | **Operator** | **Field Value** | **Fields on New Incident Page** | **Field Value** |
| From E-mail | Equals To | [User1@a](mailto:user1@symphonysummit.com)cme.com | caller | Caller1@acme.com |
| **S No.** | **User Defined Key** | **Operator** | **Field Value** | **Fields on New Incident Page** | **Field Value** |
| 1 | From E-mail | equals | user1@acme.com | caller | Caller1 |
| 2 | To E-mail | equals | mailbox1@acme.com | caller | Caller2 |
| 3 | To E-mail | equals | [mailbox2@acme.com](mailto:mailbox1@acme.com) | caller | Caller3 |
| 4 | To E-mail | equals | [mailbox3@acme.com](mailto:mailbox1@acme.com) | caller | Caller4 |

**Update**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update(10).png) 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. |
| ![Plusicon](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/notification-parser-image-kkbm7mw9.png)icon | Click ![Plusicon](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/notification-parser-image-iy39ekb5.png) icon to add the Email ID in the list. |

**Approve**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/approve(3).png) 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: 1. Select the **Define Phishing Warning Message to Exclude While Parsing** checkbox. It displays the text box to enter the required message template. 2. Specify the required message template in the text box. 3. 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: 1. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/notification-parser-image-ha7t5hn3.png)edit icon to modify the already added existing message template. 2. Modify the message in the text box. 3. 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: 1. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/notification-parser-image-35irnamb.png)delete icon to delete a message template. System displays the following confirmation message: 2. Click **OK** to delete and click **Cancel** to cancel the deletion. |

> [!NOTE]
> 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:

1. Navigate to **Admin** > **Notifications** > **Notification** **Parser**.
2. Select **Tenant**. The notification Parser list page is displayed.
3. In the right action panel, click **Troubleshoot** to open the **Mail Logs** page.
4. 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. \| |
| **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 |
| Search | 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. |
| Close | 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.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Notification Parser(7).png)Figure: Notification Parser List

Click on the **Troubleshoot** icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ts(1).png) , to view the details of all the successful incoming mails. Mail Logs pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ml(2).png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rules.png)
- **Troubleshoot**: Click to view the details of all the successful incoming mails which utilized different parser rules to perform the configured actions.

> [!NOTE]
> 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](/apex/docs/configure-mailbox).