In this video, you will see how to build a workflow in Email2AT to process an automated email alert sent from a third-party system.
Without Email2AT, when a third-party tool sends an email alert to your Autotask, the Autotask email processor will generate a new ticket for the email. If the third-party tool sends multiple emails for the same incident (as the incident changes status in the third-party tool, for example), the Autotask parser will create a new Autotask ticket for every received email. This can clutter your workspace and require additional work to find the related tickets to merge or absorb into a single ticket.
With Email2AT, you can create a workflow that processes the emails so that only one ticket is generated for the initial email alert, and subsequent emails are added as notes to that existing ticket.
In this video, we demonstrate how we used Email2AT to combine multiple emails from ArmorPoint into a single ticket in Autotask, but this same structure can be used for any third-party system.
This video demonstrates:
- How to create a single ticket in Autotask that represents the entire life of an incident
- How to associate subsequent emails to the existing ticket
Timeline
- How to get example plaintext emails into an incoming mailbox in MSPintegrations [3:00]
- How to create a new hosted mailbox [4:25]
- How to check the Email2AT history for the sample alert email [5:55]
Notes:
- Determine the customer for whom the alert is for [7:05]
- Look up the account in AT that matches the organization name in the email [7:25]
- It is recommended that you create a user-defined field in AutoTask for the organization name in the 3rd party system to cover any divergence with the organization name in AT and the 3rd party tool. - How to create a new rule for the alert email [9:00]
Note: Enter an expression if the the alert goes into a shared mailbox [10:15] - How to render text and store as a variable [11:00]
- How to query AutoTask for a matching account and create a ticket under that account [14:00]
- How to create a ticket under your Zero account if there is no matching account [19:00]
- How to determine what can be used in the email to match it to an existing ticket about the same alert or incident [24:15]
- How to create steps in the rule to identify an existing ticket for the alert [25:35]
Pro Tip: Create a specific string that will be in the new tickets that are created, which will be the string that you query for to find an existing ticket to update. [27:30] - How to add a note to an existing ticket for the same alert [30:25]
- Quick run through of the steps in the rule [33:45]
- Reviewing the history in Email2AT to see how the rule processed the email [34:55]
- Checking on the ticket that was generated in Autotask [36:10]