Email to incident

This guide explains how to create a ticket using the email-to-incident feature in the Infraon Infinity tool. This feature allows a requester or end user to send a ticket directly to a technician or the front-end administrator via a designated email ID. Before using this feature, it's necessary to configure the support mail ID in the Infraon Infinity tool.

Configuring the Support Mail ID

Step 1: Navigate to Infraon configuration and locate Mail Automator, also known as IMAP configuration, which resides in the Infraon Automation module. This allows you to set up automatic ticket creation from emails.

Step 2: Click on the New Configuration located at the top right corner of the page to create a new IMAP configuration.

Step 3: Enter the necessary details for the mail configuration. Start by entering the mail server.

Step 4: Choose the authentication method and enter the email address and password in the designated fields. Requesters will use this email address to submit tickets via email.

Step 5: Now, specify the Client ID, Client Secret, Tenant ID, and Authority in the respective call-out boxes.

Step 6: Enter the SMTP server details in the Server Port Configuration section.

Step 7: After entering all required information, click Next.

Setting Up Domains and Submitting Configuration

Step 8: On the domains page, add the impact services. Use the Allow Duplicate toggle button as needed. To block any email accounts, select the Blocked Email option.

Step 9: For the "Approve all Domains" option, choose the domain ID from which tickets are to be created, or click on Approve All Domains to allow tickets from all domain IDs to be created in the administrator's portal.

Step 10: Once the necessary configurations are made, click ‘Submit’ to add the IMAP Configuration.

Step 11: Now, admins or users can share this configured email ID with the requesters or end users to create tickets using the email-to-incident feature.

Creating Tickets as an End User

Step 1: To submit a ticket via email, compose a new email and address it to the configured email address.

Step 2: Include a subject line for the ticket. Without a subject, the ticket won't be created in the admin portal.

Step 3: Summarize the issue for the technician. This helps the technician resolve the issue more quickly.

Step 4: After filling in the details, click Send.

Once the email is sent, a ticket is generated in the admin portal. Technicians can see the created ticket, source (email), subject line, summary, and the requester's name.

The technician can then start working on the ticket and provide a resolution to the end user.

This process, known as "email to incident," allows the end user to send an email that is converted into a ticket in the Infraon Infinity tool.