Managing Mail Connector jobs

The Mail Connector is a tool that can process incoming e-mail messages and convert them into Service Desk Tickets, as well as objects of many other types (Purchase Orders, Contracts, Knowledge Base Articles, etc.). The Mail Connector can also update existing objects with information from incoming e-mail messages. For more information on the Mail Connector, see Understanding the Mail Connector.

Most people need only one Mail Connector job. However, you can have several Mail Connector e-mail accounts dedicated to different groups of senders. Each Mail Connector job integrates with a single e-mail account for incoming messages. If you plan to use multiple e-mail addresses to integrate the Mail Connector with, you will have to create several Mail Connector jobs.

Managing Mail Connector jobs

In the E-Mail Processing > Mail Connector section, you can perform the following actions:

• To create a Mail Connector job:

  1. Click New. The Mail Connector window appears.

  2. Configure the basic settings for the job. For instructions, see Configuring Mail Connector settings. On the Processing tab review the default processing rules and customize them, if needed. On the Preprocessing Rules tab select preprocessing rules for your job.

  3. Click OK.

• To modify a Mail Connector job:

  1. Double-click the job on the task list. The Mail Connector window appears.

  2. Modify any job settings as needed. For instructions, see Configuring Mail Connector settings and Configuring processing rules.

  3. Click OK.

• To force a job to run immediately:

  • Select the job to run and click Run. The button is available when the Automation Server is running.

• To disable or enable a Mail Connector job:

  • Right-click a job in the list and choose Disable from the pop-up menu. You can re-enable it by choosing Enable.

• To delete a Mail Connector job:

  • Select the jobs to delete and click Delete.

• To refresh the job view:

  • The information displayed in the job list automatically refreshes every ten seconds. If needed, you can refresh it manually by clicking Refresh (or pressing F5 on the keyboard).

IMPORTANT: Mail Connector jobs are run on the Automation Server, which must be properly configured and started. See Configuring the Automation Server and Starting and stopping the Automation Server.

NOTE: After the created and configured Mail Connector job was run by the Automation Server, you can check its results. See Checking Mail Connector job results.

Related Information:

Understanding the Mail Connector

Configuring Mail Connector settings

Configuring parsing rules

Configuring processing rules

Configuring preprocessing rules