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POP mailbox configuration for inbound email to create new issue

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Help! I like your product but this setup issue is a purchase blocker.  
This feature is mentioned mutliple times in the marketing and documentation. I like the gemini product overall, and am thinking of completing the purchase, however we cannot find any information at all on how to set this up.  I've find snippets of things that suggest i can parse an inbound email, and route it to different projects and so on, but cant find any info on this.
This is a fundamental for us - we arent yet tooled up as .net developers at all.  So my IT team is struggling to get through this. Can you assist urgently with our evaluation please so we can decide whether to commit to a purchase or not?
Many thanks

I'm on the 3.0.4 current release .

a) how to do a basic setup in the web config (?) or the scheduler to allow a mail sent to gemini@mycompany.com to end up in a default project.

b) how to do a second slightly more complicated parsing of the inbound email, to decide if there is a "productX" in the subject line, to route it to a specific project, else send it to the catchall project.

If we can get that much done, we can probalby work out the rest.


pirvine
· 1
pirvine
Replies (15)
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You will need to install the scheduler service and setup the mailbox processor in the scheduler config file. it is commented out by default (XML comment <!-- .... -->):

 

          <MailboxProcessor
            Name="MyPOP1"  <!-- This is just a unqiue name for your mailbox set up -->
            POPServer="mail.server.com" <!-- This is the POP3 server address -->
            POPServerPort="110" <!-- This is the port to use, 110 is the default POP3 -->
            AuthenticationMethod="AUTO" <!-- Authentication methods: AUTO, APOP, REGULAR, NONE  -->
            UseSSL="false" <!-- SSL or not -->
            POPMailbox="a@server.com" <!-- Your mailbox -->
            POPUsername="a@server.com" <!-- user name, usually the email address -->
            POPPassword="abc123" <!-- password for the above user -->
            DeleteMessages="false" <!-- Delete messages from the mailbox server or not -->
            SubjectLikeRegExp="" <!-- a regular expression that the subject must contain -->
            SubjectNOTLikeRegExp="" <!-- a regular expression that the subject must not contain -->
            ProjectID="1" <!-- The project id to log issues into -->
            UserID="1" <!-- The user id to use -->
            ComponentID="1" <!-- The compoent id to assign the issue to
            IssueType="1" <!-- The issue type id to use for the issue -->
            IssuePriority="1" <!-- The issue priority id to use -->
            IssueSeverity="1" <!-- The issue severity id to use -->
            Visiblity="1"  <!-- The visibility group to use -->
            VisiblityMemberType="2" <!-- The visibility member type (2 is gloabal groups) -->
            RiskLevel="1" <!-- Risk level id -->
            DebugFile = "c:\GeminiPOP3log.txt"
            DebugMode = "false"
            />

This will sort your first question. There is no out of the box way of doing b, however, commercial license holders can dowload the source and amend as they see fit.


Mark Wing
· 9108
Mark Wing
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Is anyone able to walk me through this in a bit more of a simple way please? I need to figure out what we need to do to set this up but I'm not super-techy.

So once we uncomment the above block of code in the config file, obviously I need to configure some of those settings to make it work.

However I'd like to know more about how to set out the emails when creating the issue so that I can clearly explain it to our clients. Is it possible to set custom fields via email? i.e. if someone could post an example email it would be helpful!

Thanks!


RDunlop
· 1
RDunlop
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Out of the box the email will be submitted as is. The subject will be the title and the body will be the description. All attachments will be attached to the issue and no custom field support.

You can customise it to parse the email to your requirements and populate custom fields.


Saar Cohen
· 5000
Saar Cohen
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Thanks for the reply, I still need a bit more info unfortunately. Please bear with me!
So the other standard fields such as priority etc are they hard-coded to the setting in the config file (out of the box)?

In order to customise it, do I need to change the code in the .cs file mentioned in another thread (can't find the exact name)?


RDunlop
· 1
RDunlop
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Yes, the ids of standard fields are hard coded in the config file.

The C# file to customise is MailboxProcess.cs.


Saar Cohen
· 5000
Saar Cohen
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Thanks for the clarification.

If I may ask another question, I'm unfamilar with email templates and I see there is a folder called MailTemplates included in the Scheduler.zip. Presumably this is to make submitting an issue via email easier, which is great.
Can anyone either explain or point me to documentation which explains how to go about using these? They don't appear to have any file extensions so I'm not sure what I should use to open them?
Do they work with Outlook?

I'm after a really basic How-To here, as I said, I'm not familar with email templates.

Thanks!


RDunlop
· 1
RDunlop
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The email templates are only used by the scheduler for sending email alerts.

They are not used by the mailbox processor.


Saar Cohen
· 5000
Saar Cohen
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Ah I see. That makes a lot more sense! Thanks!

So the sender just sends a regular email and the email subject line becomes the issue title and the email body becomes the issue description and all the other fields are hardcoded?

(Sorry for all the newbie questions, I'm learning as I go!)


RDunlop
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RDunlop
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Yes, plus attachments are attached to the issue.


Mark Wing
· 9108
Mark Wing
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Great, thanks so much for clearing this up! That certainly makes it very easy for our clients to log issues!


RDunlop
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RDunlop
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Hello,

We were able to successfully set up Gemini to receive e-mailed tickets and assign it to a project.  Right now, all issues are going to the same project/component as I do not know the syntax for creating multiple processors.  I've searched on this group and couldn't find what I needed.  Can someone explain how to set up multiple parsers?  Is there an order in which it is processed (so, how do I ensure we don't lose any tickets if there is no parser set up for it?)

Thank you,

Mina


Mhai
· 1
Mhai
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This is done per email address. So each emaill address has its own config section.


Mark Wing
· 9108
Mark Wing
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Meaning I need to create a separate e-mail address for each project?  I thought the purpose of the parser was to look at the subject line and depending on what text it contained, assign it to a project.

Creating a separate e-mail account for each project-type would mean that users would have to remember which of 7 - 8 e-mail addresses to use when reporting a ticket.  This feels very complicated to manage and train on.  What am I missing?

Ideally, I'd like to have all users send tickets to GeminiTickets.  Then, based on whether it contained a certain keyword, assign it to that project.  If it matched none of the specified keywords, it would go to the default project. 

Thanks much for suggestion/advice.


Mhai
· 1
Mhai
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This is not possible out of the box. However, commercial license holders have access to the source code of the scheduler and can change it as they see fit.


Saar Cohen
· 5000
Saar Cohen
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Remembering the keyword for the subject or remembering the first part of an email, there is no real big difference.

project1@company.com

project2@company.com

....

support@company.com (general project)

 

A workaround also could be to define rules in the general inbox. Every body sends to e.g. support@company.com, and the mailclient/rule on the mail server decides -based on the subject keywords- to which mail account it need to be forwarded.

 

kind regards.

Deniz


deniz
· 1
deniz