Description
Configure Email Handling Properties | Defining How Inbound Emails are Treated
Overview
Inbound Email Actions use email properties defined in System Properties > Email. If emails received are not processed, or the wrong Inbound Email Action is triggered, the instance may not have Inbound Mail Configuration properties defined correctly. The following is a list of possible symptoms you might encounter that can be resolved by configuring email handling properties:
- Mail not processed: make sure you are not ignoring certain emails based on headers, subject line, or sender.
- Wrong inbound action triggered: make sure emails are classified correctly as a reply or forward.
- Problems with inbound email action: make sure emails are classified correctly as a reply or forward.
- Forward inbound action not working as expected: make sure emails are classified as forward.
- Reply inbound action not working as expected: make sure emails are classfied as reply.
- Forwarded mail unexpectedly creates new incident: make sure emails are classified as forward.
- Incorrectly treating forward emails as replies: make sure emails are classified as forward.
- Record not updated: make sure emails are classfied as reply.
- Record not created: make sure emails are not classified as reply.
- * Email not checking for watermark.
- * Wrong record is updated.
Classifying inbound emails as replies
To ensure that the correct inbound action is triggered for emails classified as Type Reply:
- Log in to your instance.
- Navigate to System Properties > Email.
- In the Inbound Mail Configuration section, verify that the Identify mail as a reply by these subject prefixes property contains a complete list of prefixes that identify that an email is a reply in your company's mail systems. Separate each prefix with a comma.
Once the property is set, any email arriving at the instance which has one of those prefixes will be classified as a reply, and will only be handled by Inbound Email Actions that are marked with Type Reply. - Click Save.
Classifying inbound emails as forwards
To ensure that the correct inbound action is triggered for emails classified as Type Forward:
- Log in to your instance.
- Navigate to System Properties > Email.
- Verify that the Identify mail as a forward by these subject prefixes property contains a complete list of prefixes that identify that an email is a forward in your company's mail systems. Separate each prefix with a comma.
- Once the property is set, any email arriving at the instance which has one of those prefixes will be classified as a forward, and will only be handled by Inbound Email Actions that are marked with Type Forward.
- Click Save.
Ignoring emails with specific headers
To ensure that emails are ignored when they contain certain headers:
- Log in to your instance.
- Navigate to System Properties > Email.
- Verify that the Ignore mail with these headers property contains a complete list of comma-separated name: value pairs of headers that identify an email that should be ignored. Separate each prefix with a comma.
- Once the property is set, any email arriving at the instance which has one of those headers cannot be processed by Inbound Email Actions.
- Click Save.
Ignoring emails with specific subject line
To ensure that emails are ignored when their subject line starts with specific text:
- Log in to your instance.
- Navigate to System Properties > Email.
- Verify that the Ignore mail when subject starts with text property contains a complete list of strings that identify an email that should be ignored when its subject line begins with that text. Separate each string with a comma.
- Once the property is set, any email arriving at the instance whose subject begins with one of these strings will not be processed by Inbound Email Actions.
- Click Save.
Ignoring emails from specific senders
To ensure that emails are ignored when they are sent from a list of known email addresses:
- Log in to your instance.
- Navigate to System Properties > Email.
- Verify that the Ignore mail from these senders property contains a complete list of email usernames that identify an email that should be ignored (enter only the part before the @ sign, such as postmaster). Separate each string with a comma.
- Once the property is set, any email arriving at the instance that was sent from one of those email users will not be processed by Inbound Email Actions.
- Click Save.