Create Record

Prerequisite

Create User Defined Keys (UDKs) in select them as Keys under actions. To configure, refer to Parse Content.

Configure Create Record

In the Actions stepper Create Record is used to create a Record from an email by mapping the appropriate fields of the transaction Table to the User Defined Keys(UDK) or System Defined Keys(SDK). A Record will be created based on the selected Module and selected Table.

The configuration fields present in the Create Record are as follows:

1. Module

2. Table 

3. Map Fields

4. Set Values

5. Other Actions

Module

The system will parse the email and create a Record in the selected Module. Those Modules applicable to the selected Tenant will be displayed in the dropdown list.

Select Module from the dropdown list.

Figure: Notification Parser - Actions - Create Record

Table

The Table dropdown will display all the Transaction Tables related to the selected Module. Only based on the selected Table, Field and Value can be configured for UDK or SDK in the next steps of the Create Record configuration.

Note

Click on the info icon to view the tooltip. Upon performing this action, the following message is displayed.

Select the appropriate Table to create the record and define the Values for the Fields of the table.

Select Table from the dropdown list, this will be used to obtain Field details while mapping to UDK/SDK and setting values against them.

Map Fields

Further, upon selecting Module and Table, Fields have to be mapped. Hence, Map Fields that are present under the Create Record are used in mapping the Field to the configured UDK or the (SDK).

To map Field to Keys, perform the following steps:

1. Select Field from the dropdown list to map to the UDK.
   The values are displayed based on the selected Transaction Table.

   

   Note

   Based on the selected Table certain Fields are mandatory to Map. The Record will not be created if the values for these fields are not defined in the Map Field / Set Values section or if the default value is not set.

   A few examples of tables with the mandatory fields

   The following figure displays the mandatory Fields using * the (asterisk) sign for the Cancel Incident Table. If this Table is selected then the Mandatory value that is, Cancellation Reason must be selected as a Field.

   

   Similarly, in the following Table Close Incident,
   Closure Reason Field must be selected.

   

2. Select Key from the Keys dropdown list.
   The dropdown will display all the SDKs and the UDKs. Either of them is selected and mapped as a Key for the selected Field. This Key will be used as a reference while setting values against them.

   User Defined Keys

   All the User Defined Keys (UDK) will be grouped under the UDK in the dropdown list.

   

   Figure: Actions - Map Field Keys
   
   The UDKs listed in the dropdown are the configured from the previous stepper Parse Content.

   

   Figure: Parse Content - User Defined Keys

   System Defined Keys

   All the default System Defined Keys (SDK) will be grouped under the SDK in the dropdown list.

   Following are the default System Defined Keys for which certain configurations can be set:
   

   • To Mail: The system will consider the incoming mail to address, To Mail ID as the value for the Field.
     

   • From Mail: The system will consider the incoming mail to address, From Mail ID as the value for the Field.
     

   • Subject: The entire Subject from the incoming mail is considered as the Field value.
     

   • Body: The entire Body of the incoming mail is considered as the Field value.
     

   • Attachment: This option is used to map and parse the attachment of the incoming mail to the New Record.

     There are pre-defined extensions allowed within the system, where the parser will parse with these extensions based on the selected attachment.
     User will not be able to restrict allowed extensions in Parser . All the extensions (33 extensions) that are supported in current application will be getting attached in Mail to Ticket.
     
     Following are the allowed extensions:

     3gp	m4v/MP4	docx	png	html	pdf
     ppt	mp3	ogg	eml	ogv	odt
     wav	mp4/M4V	m4a	pptx	xlsx	msg
     jpeg	zip	xls	pps	gif	doc
     wmv	ppsx	txt	avi	mpg	jpg
     webp	json	sql

     Note

     All the .msg attachments will parse emails to ticket as .eml or .msg attachments.

   • CC Email: The CC Email functionality is to extract all the recipients in the emails and capture them in the created ticket.
     Provided they meet the following conditions:

     • All the CC Recipients must be registered users.

     • Mailbox ID should not be considered.

       Functionality of CC Email

       1. Consider the following Email sent to the recipients mentioned in the To and Cc fields.

          

       2. This Email is converted to a Ticket, only the To and Cc users are captured in the Ticket.

          

       Requestor replies to the Email

       1. When the Requestor replies to the same mail then the updated message is captured on the Messages tab in the Ticket.

          

          
          

       2. Following is the figure that displays the update details in the Messages tab.

          

       Cc’ed user or To user replies to Email

       1. When the Cc'ed user or the To user replies to the Email then the update is captured in the ticket under the Messages tab. To achieve this, Cc'ed and To users should be added as eligible users under the Update Record tab.

          

       2. Cc’ed user replies to the original Email.

          

       3. The update is captured in the ticket.

          

     1. You must first configure the CC/To Recipient Field on the Form Designer to utilize CC Email functionality.

        

        Figure: CC and To Recipient fields in the Form Designer
        
        

     2. This will allow you to map the CC Field to the CC Email Key on the Create Record section of the Notification Parser. As the selected Table has a configured CC Field in the Form.

        

        Figure: Create Record- CC Recipient to CC Email
        
        

     3. Thereby, upon capturing these recipients it is further used in sending Out Of Box(OOB) notifications using Business Rule Designer (BRD).

        

        Figure: configuration of CC Recipient in the BRD
        

     Following are the edge case scenarios to be considered when CC Email is selected as Key:

     Edge Case Scenario 1: Requestor adds more users in the CC Field on the Reply Email

     Let’s consider the requestor adding more users to CC and To Recipients.
     
     When the Requestor replies to the original email by adding more CC users in the CC Field then these users are captured in the ticket.
     

     1. When the Requestor adds other users in the Cc or To Recipient fields on the original email, then these users are captured in the ticket.

        

     2. Added users are captured on the Ticket in respective CC and To recipient fields.

        

     Edge Case Scenario 2: CC’ed user adds more users in the CC Field on the Reply Email

     Let’s consider the CC’ed user adding more users to CC and To Recipients.

     When the CC’ed user replies to the original email by adding more users in the Cc Field then these users are not captured in the ticket.
     

     1. The Cc’ed user replies to the original email and adds more users in the Cc Field.
        

        

        
        

     2. These additional Cc’ed users are not captured in the ticket.

        

     Edge Case Scenario 3: CC’ed user forwards the original email to other users and these are not captured

     If the Cc’ed user forwards the original email by adding more users in the Cc and To Recipient Field, then they are not captured in the ticket.
     

     1. The Cc’ed user forwards the original email to other users.
        

        

        
        

     2. These users added by the CC’ed user are not captured in the ticket.

        

     Note

     The above use cases apply to both the CC and To Recipients fields.

   After mapping the first Field to Key, an option to add a new Field Key set is displayed along with an option to delete the existing Field Key.

   

   Figure: Create Record - Map Fields

   Icon	Description
   	Click the Add icon to insert a new Field Key set.
   	Click the Delete icon to delete the configured Field Key.

Set Values

Define values against the mapped Field to the Keys. The values selected here against the fields will be auto-captured in the created record.

To define values, Expand Set Values and click + Add Filter Set.

Conditions

Multiple conditions can be created and grouped as one. Single or a Group of conditions can be mapped to a Field and Value. This feature will eliminate the use of creating multiple parsers to map different conditions to different fields and values.

The Condition part will have three columns such as:

• User Defined Keys, that is dropdown containing defined UDKs and default SDKs.

• Operator that acts as a logical connection between UDK and Value, based on the selected UDK field operator list is populated.

• Values as Textbox for mapping the desired values from the email.

Apart from these the conditions can be defined using AND/OR operators and multiple conditions are added using the + add icon and conditions can be deleted by clicking the – delete icon.

Figure: Create Record - Set Values

Values

Values are another part of the Set Value section. Values will have two columns Fields and Value with the option to add multiple rows of the same.

• Field

• Value

Field

The dropdown will display all the Fields available for the selected Table.

Value

The dropdown will display all the values configured for the selected Field as per the table. The selected values will be displayed in their respective Fields once the record is created.

Example: If the field is selected as Impact, then the values displayed in the dropdown will be Low, Medium, and High.
If High is selected as the Value. The impact field in the record details page will display High as its value when the record gets created.

Figure: Actions - Set Values

Upon adding Condition and Value, click Add Record.
Added condition is represented using an ID, click the ID hyperlink to edit the configuration of Set Value. Clicking the delete icon will delete the action.

Figure: Create Record - Set Values

Other Actions

The Other Actions is a sub-section present under the Create Record option.

An option to select the entire mail as an attachment with a Yes or No option is displayed.

Figure: Other Actions