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.

Currently, when a new user is created automatically via the mail-to-ticket feature, the system does not provide an option to associate that user with an existing customer.

To configure Notification Parser, perform the following steps:

1. Select Admin > Advanced > Notifications > Notification Parser.

2. On the NOTIFICATION PARSER page, click ADD NEW on the ACTIONS panel.

If Create User is selected, a user is created whenever the User ID is not available in the User list for the configured e-mail ID. Now, with this enhancement.

When a new user is created through the mail-to-ticket process, the system should parse the user’s email address (e.g., john.doe@acme.com).

The second part of the email address (the domain) — in this example, acme.com — should be checked against the Customer Common Master data.

• If a matching customer record exists, the system should automatically assign that customer to the newly created user.

• If no matching customer is found, the Customer field should remain blank, allowing the admin to assign it manually later.