This topic describes the rules that apply when Autotask PSA entities are automatically created from emails received via an Autotask PSA incoming email processing mailbox , for example the ATES (Add Ticket Email System) mailbox. For general information, refer to Incoming email processing.
IMPORTANT When automatically creating the following entities from emails, Autotask PSA incoming email processing limits characters to 8,000, including the header: Ticket (Description), Ticket Note (Description), Ticket Time Entry, (Summary Notes), Project Note (Description), Task Note (Description), Task Time Entry (Summary Notes).
Incoming entities with over 8,000 characters are truncated.
When automatically creating Ticket Note (Title), incoming subject lines with over 250 characters are truncated.
Conversion of emails to tickets is not an instantaneous event. When we receive an incoming email, it is queued up and subjected to two separate asynchronous processes.
- The first step is to determine the zone and database the email belongs to.
- The second step is to determine which entity the email will be converted into (new ticket? task note?), which company and contact it will be associated with, and the actual creation of the entity.
Depending on the day of the week and time of the day, both services can be more or less busy. Autotask PSA would like to set the following expectations:
- If incoming emails are processed in 10 minutes or less, the service is working within specified parameters and there is no actionable support issue.
- Occasional processing times longer than 10 minutes are to be expected. If it frequently or for an extended period of time takes between 10 and 30 minutes to process an email, Autotask PSA will monitor the service and intervene as needed.
- If ticket creation takes more than 30 minutes, Autotask PSA will consider it an unacceptable degradation of service and take steps to remedy the situation.
Please inform customers and staff who use Incoming Email Processing of the expected delays between firing off an email and ticket creation to set the right expectations, and factor them into your service level agreements.
When an Autotask PSA entity is created from an incoming email, we attempt to attribute the message to either a resource in your Autotask PSA database, or a customer contact. The sender's (originator's) email address determines which company and contact to attribute the item to, or which resource to attribute the item to, according to the following rules:
- We will search resources first.
- If we find one active matching resource, the item is attributed that resource.
NOTE A contact will be listed only if the email address exists under your company's zero account.
- If more than one matching active resource is found, we will attribute the item to the first matching resource (this is a very unlikely case because it would mean that multiple resources in your database have the same email address).
- If one active matching resource is found, and the email is also found associated with a company other than the zero account, the ticket is created under the zero account with no contact.
IMPORTANT If the resource has a security level that does not provide "View" permission to the Your Own Company account, the resource will not be selected as the ticket contact, although the ticket will be created. To support adding the sender to as a contact to the ticket, you must make them part of the Account Team.
- If no resource match is found, we will then search all contact primary email addresses for a match. If no match is found, we will next search through Email Address 2 and, if there is still no match, then Email Address 3.
- If we find a single matching active company that has a contact with the same domain as the originator's email address, but do not find a matching active contact, we will create a contact for that company. The contact will have the originator's email and "<unknown>" as their first and last name. All other fields will be blank, except for UDFs that have a default value.
- If we find multiple matching active companies with the same domain as the originator's email address, but do not find a matching active contact, creation will fail, and a failure notification will be sent, with the exception of tickets. Tickets will be created in Your Own Company, with no contact.
If the same contact with the same email address exists in both Parent Company and Subsidiary, the email parser will associate any new ticket with the Parent Company.
- If the originator's email references a valid ticket, task, or project number, and we cannot determine which contact sent the email, or the contact is not associated with the referenced entity's account, or parent account of the referenced entity's account, we will add the email content to the entity as a note. For a ticket it will be an Internal Note; for a project or task it will be an "internal project team" note. The note's creator will be Autotask Administrator and we will append "From [Sender's email address]" to the beginning of the note content.
- If we cannot determine the company based on contact email addresses, or if multiple company matches are found, we will look next to the company's Web site field and attempt to find a match.
- If we find multiple matching active contacts, creation will fail, and a failure notification email will be sent, with the exception of tickets. Tickets will be created in Your Own Company, with no contact.
- If we cannot find a matching active company or active contact, creation will fail and a failure notification email will be sent, with the exception of tickets. Tickets will be created in Your Own Company, with no contact.
NOTE The Company Type and 'Active' status of Your Own Company do not affect Incoming Email Processing ticket creation rules.
- If the contact does not belong to the company that the parent entity is associated with, the note is added to the ticket as an internal note, added by Autotask Administrator instead of added by the actual contact name.
- Contact, Company, Resource must be active, or creation will fail.
- Your database must be active and not in maintenance mode, or creation will fail.
- For Kaseya tickets, we will determine the company using the string after the first period in the "machine.groupname.subgroupname". Kaseya tickets will not have a contact. They will have a creator of "Admin Autotask".
If the originator's email domain is one of the common public domains (gmail.com, icloud.com, hotmail.com, etc.), and no matching email address is found, the same rule will apply to search among all contact primary addresses for the same domain. In the unlikely scenario when the domain is only found under exactly one company in the database, the ticket will be created for that company, and a new contact will be created for the company. The contact will have the originator's email and "<unknown>" as their first and last name.
To prevent this from happening, we recommend that you create a Blacklist company, create a contact for each public domain that you wish to blacklist, and populate their primary email with the corresponding domains.
Any incoming email from these domains will then create the ticket under the Zero Account (if multiple companies have email addresses with this public domain) or the Blacklist account, if it is the first incoming email from this domain.
The Duplicate Ticket Handling system setting defines duplicate tickets in incoming email processing. It also specifies what action Autotask PSA will take when a duplicate ticket is detected. This system setting is found in > Admin > Features & Settings > Application-Wide (Shared) Features > System Settings > Service Desk. Refer to Configure the Duplicate Ticket Handling system setting.
To prevent the addition of a lot of repetitive information to Autotask PSA, emails are truncated as follows:
- When using Autotask PSA's incoming email processing, anything including and after the first character of the following string will be stripped.
*** Please enter replies above this line ***
When using Add Ticket Email Service (ATES)with a third party email parser, use this text instead.
---------------Please ensure your reply is typed above this line for proper processing---------------
- Unless the mailbox is configured to "Append email header information", we will remove any line that starts with:
- Starts with "On" and ends with "wrote:" (this is how Gmail presents headers)
If the Incoming Email Header check box, "Append email header information", is selected, the From:, To:, and CC: information will added to the ticket, time entry, or note. Refer to Configuring a custom mailbox.
No more than 8,000 characters, including the header, will be included for any of the following entities:
- Ticket (Description)
- Ticket Note (Description)
- Ticket Time Entry (Summary Notes)
- Project Note (Description)
- Task Note (Description)
- Task Time Entry (Summary Notes)
If entities that support The Rich Text editor are created, the HTML formatting of the incoming email is preserved, as long as the Plain Text portion of the email is less than 8000 characters, and the HTML content is less than 32,000.
If the Plain Text is greater than 8,000 characters OR the HTML content is greater than 32,000, the description will be saved as Plain Text.
To ensure an acceptable response time for all users, Autotask PSA has set an hourly limit on the number of incoming messages per database. This limit is 1,000 messages per hour, but can be configured to a lower number for testing purposes. Once the threshold is reached, the 1,001st message will be bounced back to the originator with an appropriate message.
Incoming emails with large headers will be dropped by our mail control provider. The end user receives an undeliverable message. Below is an example of the text received:
EXAMPLE cluster-h.mailcontrol.com rejected your message to the following email addresses:
The email system had a problem processing this message. It won't try to deliver this message again.
cluster-h.mailcontrol.com gave this error: Headers too large (32768 max)
It is possible that Incoming Email Processing could result in an endless loop when auto-reply is turned on. To prevent infinite loops, Autotask PSA limits the number of incoming emails from the same sender with the same subject that will be processed in any 5-minute time period, to two.
- If the subject line does not contain a ticket number, two tickets will be created.
- If the first ticket's ticket number is included in the email subject line of the second incoming email, one ticket and a ticket note, project note, task note or time entry are created.
- The third and any subsequent emails will be thrown out.