Creating ticket from mail

First of all, we added a new menu item in Administration / Application System / Mail Processing, where you can configure IMAP connection settings to the server, as well as specify the list of the group and users who will have access to the mail access server subsystem with the subsequent creation of applications.


After configuring the connection, as well as testing, we can go to the menu: Requests / Mail handling. This page shows a table of all mailbox letters, as specified in the filter settings.




Lines of letters from which an application has already been created will be displayed in green. In bold will be highlighted the subject of the letter, which has not yet been viewed. The table provides the ability to sort letters by Subject, Author, attachment, registered user, date. It is also possible to search for letters by: Subject, Names of the author, email. When you click on the Get Mail button, the letters will be synchronized with the local storage on the server and the mail server. Synchronization occurs every 10 minutes.


If you enter the letter, we will see all the information, including attachments.




If the letter came from an email that is present in the contacts of the users of the system or is a login, then the existing user of the system will be automatically displayed. You can delete the letter from the server, the Quick reply to the letter with the response information already filled in, as well as the creation of an application from the letter.




When you click on the Create request button, the application will be automatically redirected to the request page with the data already filled in: Client (if exists in the system - current user, if not with such email - you will be prompted to create it), Subject, Message and all attached files to the letter. If desired, you can delete the necessary attachments. The application creation form is displayed according to the settings (group or user).


After creation of the application, in the presence of files, the files will be copied to the user's storage of the application.