Configuring Notification Parser

Updating Customer while Creating new user via mail-to-ticket

You can configure Notification Parsing so that Incidents can be automatically logged from the e-mail messages received from a configured 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.

To configure Notification Parser, perform the following steps:

Select Admin > Advanced > Notifications > Notification Parser.
On the NOTIFICATION PARSER page, click ADD NEW on the ACTIONS panel. The following page is displayed.

Figure: NOTIFICATION PARSER page
Select the Tenant and fill in the required details. For more information about fields on the NOTIFICATION PARSER page, see Field Description.
1. Fill in the other required details under CREATE, UPDATE, and APPROVE tabs (see: Field Description).
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.
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@anzcorporation.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.
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 Service Requests, select an action from the list. For more information, refer Resolved SR Configuration in Parser .
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.
Enable CI Correlation	If selected, the CI Correlation configuration becomes active.
Active	If selected, the Notification Parser configuration becomes active.
CONFIGURE PARSING KEYS
Parsing Type	Lists the configured e-mail types: Line: If selected, the e-mail content will be displayed in a line format. For more information on configuring keys by line e-mail type see, Configuring Templates for Line e-mail Type. Free-form: If selected, the e-mail content will be displayed in a paragraph format. For more information on configuring keys by free-form e-mail type see, Configuring User-Defined Keys for Free-Form e-mail Type.
Line Delimiter	Lists the configured line delimiter. Select the line delimiter from the list. By default, New Line option is selected. If you select Others, type in the character that has to be considered as a line delimiter in the text.
Key Delimiter	Lists the configured key delimiter. Select the key delimiter from the list. By default, Colon option is selected. If you select Others, type in the character that has to be considered as a key delimiter in the text box.
Body Line #	Type in the line number that contains the key. If you configure the body line number and specify the Key name, then for that particular line, the text in that line becomes the value for the corresponding Key during the e-mail parsing. If you do not specify the body line number and only type in Key name, then the application searches for the specified Key in the e-mail body content. Once the Key is found, then the text next to the first Key delimiter becomes the Value for that Key.
User-Defined Key	Specify an e-mail template name for the key value. By default, you can view Subject and Body as system defined templates. As per the needs of e-mail parsing, you can add more templates to the list.
Delete icon	Click the Delete icon to delete the templates Keys.
icon	Click the icon to add a new templates.

CONFIGURING PARSING CONDITIONS

CREATE Tab

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.

For Incident Management module

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

Figure: Notification Parser - Create tab for Incident

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: 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.

icon

Click 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 as shown in the following screenshot:

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: Caller/From Email 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:

- 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:
- 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 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:

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.
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.
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.
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.
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@acme.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	caller	Caller3
4	To E-mail	equals	mailbox3@acme.com	caller	Caller4

For the first configuration, if all of the e-mails sent from the 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 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 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 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.

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.

icon

Click icon to add a new condition.

For Call Record

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

Notification Parser - Create tab for Call Record
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.

UPDATE Tab

NOTIFICATION PARSER - 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 SummitAI application is an external source.
Allow Requester to Update Incident	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.
Enable Incident/ SR/ CR Update Based on E-mail Subject	If selected, the Incident/ Service Request/ Change Request details are auto updated if the e-mail subject contains the Incident/SR/CR 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.
CONDITIONS FOR RESOLUTION
Enable Auto-Resolution of External Tickets	If selected, Auto-Resolution of External Ticket becomes active.
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.
icon	Click icon to add a new condition.
Workgroup	Select a Workgroup from the list.
Analyst	To select the Analyst, click the Search icon. The Analyst list window is displayed. Type in the Analyst Name and select a Analyst that you want to associate for the incident.
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.
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.
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.
SLA	Select a SLA from the list.
Closure Code	Select a Closure Code from the list.

APPROVE Tab

Figure: APPROVE tab

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

Field	Description
Enable SR Approver by E-mail	Select this check box to enable SR approver.
Enable CR Approver by E-mail	Select this check box to enable CR approver.
Enable PR Approver 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.

Resolved SR Configuration in Parser

The Resolved SR Parser enhances the handling of inbound emails for Service Request records using improved parsing logic. The system evaluates email content and applies configured rules to reopen, update, create, or ignore the SR. This enhancement standardizes assignment behavior and preserves communication history, attachments, and audit records, ensuring consistent processing and an improved user experience.

User Persona – End User / Administrator

Prerequisites:

Create Mailbox and configure Notification Parser
Enable Assign User Reopened Requests to Workgroup check box for Service Request in Tenant / Department Configure Details page
In the Notification Parser, select the required option from Action for Resolved Service Requests field to configure actions to decide when to reopen, update, or ignore SRs

Figure: Notification Parser

Use Case

A user receives a resolution email for a Service Request (SR) to reset their VPN password and replies that the issue is still unresolved. The system parses the response and, based on configured rules, automatically reopens the SR, updates the communication log, and notifies the assigned group. This enables seamless follow-up and improves the overall user experience.

To apply actions on resolved incidents, perform the following steps:

Open Outlook and send email with the SR ID in the subject line.
The SR status changed based on the following configuration in Notification Parser.

The SR displays the actions based on the selected configuration.

Service Request Parsing Logic

The Parse Logic applies to Service Requests, and the application processes incoming SR emails using the logic:

No Action Required

If the No Action Required option is configured, the parser did not update the resolved service request when the end user sent an email with the SR number, and no entries were recorded in the Change History.

Reopen Service Request

If the Reopen Service Request option is configured;

The Parser reopens a resolved SR, it adds the remark 'User reopened via Parser.
The SR assigned to the previous workgroup without restarting the workflow or populating the Analyst field.
Updates Change History with 'Notification Parser' as the Changed By value, and records the latest user email in the Mail/Communication History.

Update Service Request

If the Update Service Request option is configured;

A new SR is created with the same Catalog.
Copies all field values from the previous SR.
Initiates the workflow if configured.
Applies any previously selected user-approvers.
Establishes a link between the resolved SR and the newly created one.

Note
The Change History gets updated with the latest email sent by the end user and marked the value as Created by Parser.