Actions

Various actions that control how incoming mails are handled can be selected when setting up the mail accounts. Each of these preset actions has its own settings.

The settings for the predefined actions can be made under Email | Actions.

Available actions

'Create contact' action

If a data set with the sender's email address is found in an address table, a contact entry is created from the content and attachments and added to the data set.

Create contact area

Activity type / Activity type (follow up)

You can set the activity type to be assigned to the created contact entry with the Create contact activity.

Activity types are recorded in the corresponding reference table (Settings | Office | General | References | Activity types).

Activity type (follow up)

A follow up can be created for an employee or a team when a contact is created. The activity type for the follow up can be correspondingly selected here.

Enter received date

If this option is activated, the received date of the email is used for the contact. This corresponds to the date when the contact was created. If the option is not activated, the transmission information in the email is used to determine the contact date.

Search addresses

Specify here the address types (clients, potential clients, vendors, and business partners) to be searched for a match with the incoming email (sender's email address).

Subquery

The filters can be used if, for example, a contact is not to be created for a certain recipient automatically.

You can use the Add button to open a selection window.

Filter selection window

Various criteria are available in this selection window. You can select from various address types and set the office branch filter if available. This filter shows either the addresses for the active office branch or of all office branches.

Furthermore, the selection can be restricted to one address or to various contact persons for one address, for example. This uses the Contact person selection field.

If this field is empty, the selected address will be entered in the filter. If there is a contact person entered in this field, they will be used.

The emails will always be assigned as far as possible to the corresponding process (for example: Clients) and if necessary provided with a follow up in eserp.

'Outgoing email contacts' action

If the recipient of an outgoing email is found in the address tables, a contact entry with the contents of a sent email is created for the corresponding data set.

Outgoing email contacts area

Activity type

Specify here the Activity type that is to be assigned to the contact entry for outgoing emails.

Activity types are recorded in the corresponding reference table (Settings | Office | General | References | Activity types).

Search addresses

Specify here the address types (clients, potential clients, vendors, and business partners) to be searched for a match with the outgoing email (recipient's email address).

'Create contact (incoming as outgoing)' action

If a data set with the sender's email address is found in an address table, a contact entry is created from the content and attachments and added to the data set, whereby the further recipients are checked and not the sender.

Create contact (incoming as outgoing) area

Activity type

Specify here the Activity type that is to be assigned to the contact entry for incoming and outgoing emails.

Activity types are recorded in the corresponding reference table (Settings | Office | General | References | Activity types).

Search addresses

Specify here the address types (clients, potential clients, vendors, and business partners) to be searched for a match with the incoming and outgoing email (incoming: sender's email address; outgoing: recipient's email address).

'Import Helpdesk mail and create contacts' action

If a service call number is found in the email subject line, a contact entry is made to the corresponding service call.

'Import Helpdesk mail' area

Maximum number of entries

Only the number of emails specified here will be imported into the open Helpdesk emails (Spam protection).

'Service call contacts' area

Emails for solved calls

Here you can define whether existing but closed service calls (Solved status) are automatically reopened when a corresponding email is received or whether these emails are saved first in the database for manual processing (Helpdesk | Open Helpdesk emails).

Emails for completed calls

Here you can define whether existing but fully completed service calls (Completed status) are automatically reopened when a corresponding email is received or whether these emails are saved first in the database for manual processing (Helpdesk | Open Helpdesk emails).

'Import Helpdesk mail, create contacts, create service calls' action

If a service call number is found in the incoming email subject line, a contact entry is made to the corresponding service call.

A service call is created automatically if the sender's email address is found in the database.

Emails that cannot be linked to a service call are saved in the database for manual processing (Helpdesk | Open helpdesk emails).

'Create service call' area

Visible to clients

Allows all the service calls created by the esBusiness server to be made visible to the client (publish). The client can then view the service call in the esweb Helpdesk.

Subquery

The action includes two different filter functions that specify the addresses for which a call is created automatically when an email is received.

Whitelist filter

An import is only done for the addresses recorded here.

SQL based for each address type

An SQL statement can be defined as a filter for each address type (clients, potential clients, business partners, vendors, personnel). These SQL statements can be configured and tested in a special dialog.

Import is only done for addresses that match this SQL statement filter.

ClientNo = @ClientNo

AND KDStatus=1

'Import Helpdesk mail' area

Maximum number of entries

Only the number of emails specified here will be imported into the open Helpdesk emails (Spam protection).

'Service call contacts' area

Emails for solved calls

Here you can define whether existing but closed service calls (Solved status) are automatically reopened when a corresponding email is received or whether these emails are saved first in the database for manual processing (Helpdesk | Open Helpdesk emails).

Emails for completed calls

Here you can define whether existing but fully completed service calls (Completed status) are automatically reopened when a corresponding email is received or whether these emails are saved first in the database for manual processing (Helpdesk | Open Helpdesk emails).

'Import Helpdesk mails' action

The emails data are saved in the database for manual processing (Helpdesk | Open helpdesk emails).

'Import Helpdesk mail' area

Maximum number of entries

Only the number of emails specified here will be imported into the open Helpdesk emails (Spam protection).