Attaching files to an email

Files can be attached to an email in various ways.

1) You can attach files when composing an email by clicking on the attach files option at the foot of the email section.

Files that are already attached to the work item, and are therefore already in the files tab (including files attached to previous existing emails within the work item) will be available for selection from here. You can use the search function to search for specific files if there are many to choose from.

You can also search for files from your PC to attach from here by clicking on the ‘Browse This PC’ icon.

2) You can add links to an email by clicking on the attach links option at the foot of the email section. Links that have already been added to the work item (and are therefore already in the files tab).

3) You can drag and drop files from your desktop into the email section

4) Files which have been linked to a standard Canned Text will automatically attach to the email when the canned text is selected.

When emails are auto-generated and sent by the system, the email template used may be linked to one or more tags – the system will identify any files currently attached to the work item which have been tagged with this same value, and will auto-attach them to the email before sending.

Viewing Attachments

Previewing Attachments

You can view all the email attachments that have been added to the work item and other related/linked work items in the files tab.

You can see the name of the file, what type of file it is, its size and when and by who it was uploaded and the reference number of the work item it was uploaded to.

You can also see the tags and notes that have been added to the files.

Downloading Email Attachments

From an Email

You can download files from an email by opening the email you have received and clicking to download the file attached.

If multiple files have been attached, you have the option to download all the files individually or to download them as a zip file.

From the Comms/Timeline

It is possible to download multiple attachments with a single click from mails in the comms and timeline section. Clicking on the ‘Download all’ icon will download all attachments present in that Comms / Timeline section item.

From the Files Tab

You can download individual files by clicking on the the option in the menu on the right.

You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen.

You can download multiple files in a zip file by selecting the files you wish to download and selecting the option at the top of the screen.

Deleting Email Attachments

If your system has been set up to let you delete email attachments, you can delete attachments that originated from an email in the file card of a work item. This is useful when, for example, you are dealing with sensitive information in email attachments.

The deleted attachment will also be deleted from other related work items such as other Actions in a Case, Sub Cases, child and parent Tickets if a Ticket has been merged, child Cases and parent Tickets if a Ticket has been converted to a Case.

But note that if you delete an email attachment from a Ticket that has been split or is the child Ticket of a split, the deleted file will not be deleted from the other child Ticket(s) or the parent Ticket.

Note also that deleting an attachment from a linked work item will NOT delete the attachment from the work item(s) it is linked with.

Please also be aware that it is not possible to delete an email attachment from a work item that is Closed.

The attachment will be deleted from all parts of the system, so you won't be able to search for it in Quickfind, and it will not be available to attach to a new email relating to the work item.

Any further activity on the work item will not resurrect the deleted attachment and creating a new linked work item will not resurrect the deleted attachment.

You will be notified in the timeline when an email attachment has been deleted, along with the file name of the email attachment that was deleted, the subject of the email it was attached to, who deleted it and when it was deleted.

You can schedule the date and time of when an email will be sent by selecting the Schedule Send option.

The scheduled email will appear in the Comms and Timeline tabs, along with who scheduled it and when it has been scheduled for. If the email has been scheduled to send more than 2 minutes later, a 'Send Now' and 'Cancel' button will appear to let you send the scheduled email straight away if you have changed your mind or to cancel sending the scheduled email altogether.

Canned Texts are standard pre-configured texts which are created as part of system configuration.

When writing an email, you can insert a Canned Text by clicking on the Canned Texts icon at the bottom of a write an email screen. This will show you all canned texts available for the Service Line and you can use the free text search function to filter items by title.

You can also use the ‘recently used’ option by clicking on the dropdown list, allowing you to quickly access a more relevant canned text. You can also manually modify canned texts after they have been inserted into your email.

Show by Language

You can also select a canned text in a different language by clicking on the language in the dropdown list.

You can write a new email from the Email tab of a work item.

Once the email has been sent, it will appear in the timeline, where you can see who composed the email, the content of the email if you expand it, when the email was composed and when it was sent. You will also have the option to reply to the email, forward the email, expand the email or print the email.

Responding to emails from the timeline

You can also reply / forward emails from the timeline by clicking on the links available. These buttons will be enabled when you mouse over the email card.

Rules for To, From, Cc, Bcc Addresses

System behaviour for entering email addresses is as follows:

• When sending a new email, the system will default the To address to that of the Primary Contact in the contacts section. Cc Address will also default to email addresses entered in the Ccs section.

• If more than one possible From email address is configured, the system will populate the default one (configured as default in Builder), and will display a dropdown to allow the alternate ones to be selected.

• These standard rules for default and suggested addresses can be overridden for To, Cc and Bcc for Cases and Actions in Builder configuration. Addresses set as default will auto-populate (more than one can be set in this way). Override addresses not set as default will be available for quick selection by clicking the To / Cc/ Bcc button address:

Copy-paste of Email Addresses between To, Cc, Bcc

When composing emails, you can easily copy email addresses between the To/Cc/Bcc addresses via the ‘copy’ icon displayed when clicking into the relevant address field.

External Contacts creation prompt for new email addresses

When you send out an email which contains new email addresses (i.e. not linked to existing contacts), the system will display a popup to allow you to create them as new contact records.

Email toolbar

Via the email toolbar you can:

• Pin the email body formatting toolbar

• Set the email importance as high

Email Body Formatting Toolbar

Clicking on the email body formatting icon will formatting options for the main body of the email.

You also have the option to pin the email body formatting toolbar.

The email body formatting toolbar gives you the options to:

• Select the font

• Select the font size

• Make the text Bold, Italic or Underlined

• Undo your previous changes (also available with Ctrl + Z)

• Redo your previous changes (also available with Ctrl + Shift + Z)

• Expand the email to full screen

• Select the background colour

• Select the text colour

• Choose how to align the text

• Add a numbered list

• Add a bullet list

• Text inline options - ability to increase or decrease the text indent

• Insert a horizontal line

• Adjust the line height

• Select an inline style

• Format the cell style

• Insert a strike through (also available by highlighting the text and Ctrl + S)

• Add a subscript or superscript

• Add special characters

• Insert a link

• Insert a table

• Insert an image

• You also have the option to view a list of keyboard shortcuts

Font Settings Saved

When you compose an email (either as an email template in Builder, or any form of new/response/forward email in Work Items in Work Manager) your font settings (i.e. your font style and size) the font type and font size most recently used will be saved as the font for writing content so you don't need to set them again.

These values are saved to the user profile so will persist between Builder and Work Manager usage.

This only pertains to the front at the very top of the email being composed - if user clicks into any pre-existing content further down the mail, the font style and size already in use for that content will be used. See note for further details. As part of this change, inconsistencies in 'new empty lines' for emails has been resolved - when writing a new email, 2 blank lines will always be inserted that the top of the mail.

Note that the font for canned texts and templates will use the font settings when they were created.

The email font style and size being used when a user is composing a mail will depending on whether they are clicking on pre-existing content. The logic for which fonts will be used is as follows, and is impacted by the new auto-insertion of two blank lines at the beginning of every new email:

• 1st auto-inserted line: uses the user-saved font settings from their most - recent email.

• 2nd auto-inserted. This is always set as Arial - 10.

Subsequent email content after this may come from: -previous emails in the mail chain

• email template content

• email signature content font style and size in these sections will come from that already existing content, depending on where user clicks.

Copy / Paste of Excel, Word and Web information

You can copy/paste information into emails from external documents, e.g. Excel tables and Word document content, as well as HTML information from webpages.

Email Pop out

If you wish to dedicate more screen space to view emails, you can use the available pop out feature:

Undo Send Setting

The Undo Send setting lets you add a time delay to when your emails will be sent, giving you the opportunity to cancel sending an email, or reviewing an email before it gets sent.

When an Undo Send time is set, a popup will appear allowing you to cancel sending the email.

Additionally, when an Undo Send time is set, you will have the option of sending an email 'Now' in the Timeline which overrides the time delay from the Undo Send configuration and you will also have the option to cancel sending the email altogether.

When an Undo Send time is set, emails will be shown in the Outbox page with a Send Status of Queue.

Downloading an email

For all type of emails (inbound / outbound / cancelled / failed/ scheduled) you have the option to download the underlying .eml file. This is available from the various locations in the system where emails can be see, i.e. Work Item Comms & Timeline sections, Email Inbox, Sent Items views.

When do emails appear in the Unprocessed Emails view?

Emails will appear in the Unprocessed Emails view of your 'Email Inbox' view in Work Manager if they meet one of the following conditions:

1. None of the To and/or CC email addresses have a matching email route.

2. There are only BCC email addresses in an email, no To or CC addresses.

See the table below for further detailed information on how emails arriving into Enate are treated, depending on the combinations of Enate-relevant email addresses may appear in the TO, CC or BCC fields.

Overview

To make your email work more flexible we've added the ability to save your emails as drafts if you're not quite ready to send them. Now when you are writing an email in a work item, you can choose to save the email as a draft and come back to it later.

When you are writing an email in a work item, you can choose to save the email as a draft and come back to it later. Drafts will be saved for a maximum of 90 days.

Note that you cannot save an email as a draft that exceeds the size set in Builder - see here for more information.

Viewing Draft Emails

If you have the Drafts filter in the comms/timeline tab switched on (note that this will be switched on automatically by default upon upgrade), you will see any saved draft emails for that work item in the comms/timeline.

You'll see who created the draft and when and the first few lines of the email.

If you click to expand the view, you'll also see the email address that the draft will be sent from, the address it will be sent to, any CC or BCC email addresses, the subject of the email, any attachments and the full email content if these have been added when the draft was saved.

You can edit a draft email from the timeline by clicking 'Update Draft'. This will open up the email editor where you can edit your draft. Note that you can only edit or delete a draft email from the work item it belongs to.

You also have the options to delete the draft, to open the email in a pop-out window or to print it.

Multiple users can work on the same draft, just not at the same time. A single work item can have multiple draft emails. These can all be seen and edited from the work item's comms/timeline.

When a draft already exists for a work item, the system will alert you to this when you start writing a new email so you can choose whether you want to continue writing your new email or whether you would like to edit the draft email instead.

If a work item has a draft email and you merge or convert a Ticket to a Case, you will be able to see the draft email in the comms/timeline or all work items in the related group as long as the 'Drafts' filter and the 'Include Related Work Items' filter are switched on.

The draft email will show in the timeline with the reference number of the work item it belongs to.

Note that draft emails will not be copied across when copying communications to a new linked work item, even when the 'Copy communications' option is enabled.

Attaching files to draft emails

An attachment icon in the draft email comms/timeline entry shows you if any files have been attached to the draft email.

Clicking to expand the comms/timeline view will show you the name of the attachment and give you the option to download it.

Additionally, any files attached to draft emails will show in the files tab and be marked with a draft icon. You can view, download or delete files attached to draft emails from here. Note that you cannot add notes or tags to files attached to draft emails.

This is where you are able to easily add, edit and delete email addresses to be blocked.

Disable auto-generated emails when creating a new Ticket from this address - the system will allow Tickets to be created for emails arriving from this address but will not send any auto-generated emails out to the address.

Disable auto-generated emails when creating a new Ticket/Case from this address - the system will allow Tickets and/or Cases to be created for emails arriving from this address but will not send any auto-generated emails out to the address.

Auto-reject emails from this address as spam - the system will allow Tickets to be created for emails arriving from this address but once created, the Ticket will be automatically moved to a state of Closed with a resolution method of 'Rejected as Spam'.

Overview

This shows emails related to in-progress Work Items in your business areas. There are various filtering options and ways to view different sets of data. Use this view to keep on top of incoming emails for the work items you and your team are dealing with.

By default, emails received within the past 90 DAYS are displayed. Agents can use the Filter dropdown to select a different (e.g. older) date or date range to see emails older than this, but note that the date range specified can only span a maximum of 90 days.

Sections in Email Inbox

In the collapsible folder pane on left-hand side of the Email Inbox, you can see links to various sections of your Email Inbox, divided into:

• My Emails - Emails for all work items that are currently in your Work Inbox (that you'd see in your Homepage)

• My Team Emails - Emails for all work items that are currently in the Work Inbox of your Team. This link is visible if you are a Team Leader or are able to see your peers and Queues.

• Unassigned Emails - Emails for all unassigned work items sitting in Queues you work out of. This link is visible if you are a Team Leader or are able to see your peers and Queues.

• All emails - in this section you will be able to view all emails belonging to work items, including closed items, in your business areas that you have permissions on. In this section you can also filter by the status of the work item that the email belongs to.

The numbers displayed show the number of unread emails in these different folders.

• Unprocessed Emails - here you'll be able to see any such unprocessed emails for your area of the business, and decide on the what to do with them. The number next to this section shows you the total number of emails in the section. See here for more information.

There's also links to your Sent Items and your Outbox - all of which open in separate tabs.

You can see a list of all the emails in your inbox as well as Self Service user comments, with the most recent at the top, showing who the email is from, when it was received, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.

Unread emails will appear in bold and you can filter to view just your unread emails by clicking on the 'Unread' option.

Filtering Options

You can filter your inbox by Customer, Contract, Service, Process, Queue, the 'from' email address, whether or not the email has attachments, and by email received date.

If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user.

For the 'All Emails' section you can also filter by the status of the work item that the email belongs to.

Switching between views and refreshing on new incoming mails

You can switch between viewing 'My Emails' which are the emails in your own inbox, 'My Team Emails' which will show you the emails in the inbox of your team members, 'Unassigned Emails' which will show you incoming emails for work items in your Queues which don't have an assignee, 'All emails' which shows you all emails related to work items, including closed items, in your business areas that you have permissions on and 'Unprocessed Emails' which shows you any unprocessed emails for your area of the business so that you can decide what to do with them.

For My Emails, My Team Emails, Unassigned Emails and All Emails, when a new email comes in the 'unread' number will refresh and a mail icon will appear on the refresh button. You just need to click it to refresh your inbox and view the newly arrived emails.

For Unprocessed Emails, the number next to this section shows you the total number of emails in the section. See here for more information.

The main section of the Email Inbox view displays the preview panel for whichever email you have selected. You can adjust the size of the email preview panel to suit your needs.

When you click on a email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.

Replying / forwarding emails

If you click on reply, reply all, or forward for an email, the system will open a new tab displaying the Work item in question and will take you to the email editor screen to start composing your email.

Further options

Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.

You also have the option to download the underlying .eml file.

Email Attachments

If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.

Full-screen option

You can also expand the email to full-screen mode, where the preview pane is hidden.

Overview

Sent Items shows you all of the emails from your business area's work items that have been sent out.

You can see a preview list of all the emails that have been sent out, with the most recent at the top, showing who the email was sent to, when it was sent, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.

You can adjust the size of the email preview panel to suit your needs.

When you click on an email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.

You can also expand the email to full-screen mode, where the preview pane is hidden.

Switching between views

You can switch between viewing 'My Emails' which are the emails that you have sent and 'My Team Emails' which will show you the emails that members of your team have sent.

Replying / forwarding emails

You can also reply, reply all, or forward a sent email. When you click on one of these options, the system will open a new tab displaying the work item in question and will take you to the email editor screen to start composing your email.

Filtering Options

You can filter your sent emails by Customer, Contract, Service, Process, Queue, who the email was sent to, date range, the status of the work item that the email relates to, whether or not the email has attachments, and whether or not the email was system-generated.

Note that when filtering by date you can only filter for a maximum timespan of 90 days.

If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user and by who the email was sent by.

Further options

Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.

You also have the option to download the underlying .eml file.

Email Attachments

If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.

Overview

All emails arriving into Enate get automatically processed into either Tickets or Cases based on business rules which look at things like where it's sent into, who it's from and what it's about. Occasionally though, emails arrive into Enate and do not get processed into a Case or a Ticket.

This can happen due to the following reasons:

1. None of the To and/or CC email addresses have a matching email route defined for them in Builder (that's the rules which say which kind of Ticket or Case an incoming email should generate).

2. There are only BCC email addresses in the email, no To or CC addresses.

The Unprocessed Emails view in the Email Inbox section in Work Manager allows agent users to review these unprocessed emails and take the appropriate steps. This option is visible to all users.

What emails do I see?

You'll see unprocessed emails which have come into the mailbox that your area of the business works out of. Other unprocessed emails which arrive into mailboxes that aren't linked to any of your business processes will be seen by agents in other areas of your business. The number next to this section shows the total number of emails in the unprocessed view.

Filter Options

You can filter the emails in this section by Mailbox Name (if you know it) and Mailbox Address. Specifically, this is the email address of the mailbox which handles the incoming mails.

What options do I have?

The Unprocessed Emails view will let you review the incoming email's content to help you determine where you should route.

Once you've determined where it should go, you've got a couple of options:

1) You can decide to create a work item from the email, specifying a Customer, Contract & Service for it, before launching the work item. If you do this, the email will be changed to 'Processed' and will be removed from the Unprocessed Emails view when you next click to refresh your email inbox.

2) You can decide to delete the email if appropriate (for example if it's a spam mail). If you do this, the email will be changed to 'Deleted' and will be removed from the Unprocessed Emails view when you next click to refresh your email inbox.

Patterns to look out for

If you find yourself regularly having to pick up unprocessed mails and route them into the same tickets or cases again and again, you should speak with your Business Admin to see if a new Email Route can be set in order to catch these emails and automatically create the relevant Work Item for them.

For more information about how Enate processes incoming emails, see this section.

How does Enate deal with Out of Office emails?

Enate deals with incoming 'Out of Office' emails in two ways:

1. If the 'Out of Office' email is generated in response to receiving an email written by a user in Enate, Enate will append the 'Out of Office' email to the work item and mark the work item with ‘new information received’. See below for further specifics.

2. If the ‘Out of Office’ email is sent in response to an auto-generated email from Enate (e.g. acknowledgement of Ticket creation), the 'Out of Office' email will NOT be appended to the work item and the work item will not be marked with ‘new information received’ - it will effectively be ignored.

Expanding on the logic for situation 1 above where an 'Out of Office' email is generated in response to receiving an email written by a user in Enate...

Incoming Out of Office Emails matched to an existing running work item

If the incoming 'Out of Office' email is matched to an existing Ticket, Case or Action that is in a state of DRAFT, TO DO or IN PROGRESS, the system will:

• append the email to the work item

• mark the work item with ‘new information received’

Note: This logic above applies to all auto-generated incoming emails that are matched to an existing work item in a state of DRAFT, TO DO or IN PROGRESS (i.e. incoming Out of Office emails are treated in exactly the same was as other incoming auto-generated emails in these states). Please see this for more information on how the system detects auto-generated emails.

Incoming Out of Office Emails matched to a work item in a state of Waiting

If the incoming 'Out of Office' email is matched to an existing work item that is in a state of WAITING, the system will:

• append the email to the work item

• mark the work item with ‘new information received’

In addition, if the Wait type is 'Waiting for more information', the system will:

• change the state of the work item from WAITING to TO DO

• As a result of the change in state to TO DO, a Queue and assignee will be set to the work item and it will move back to the responsible agent’s Enate Inbox, marked with ‘new information received’

• If the work item is an Action and both the Action and its parent Case are in a state of WAITING with a wait type of Waiting for more information, the state of the parent Case will change to IN PROGRESS

Incoming Out of Office Emails matched to a Resolved Work Item (Case & Ticket)

If the incoming 'Out of Office' email is matched to an existing work item that is in a state of RESOLVED (note that only Cases and Tickets can be in a state of RESOLVED), the system will:

• Append the email to the work item

• Reopen the work item and set it back to TO DO

• As a result of the change in state to TO DO, a Queue and assignee will be set to the work item and it will move back to the responsible agent’s Enate Inbox, marked with ‘new information received’.

Incoming Out of Office Emails matched to a Closed Work Item

If the incoming 'Out of Office' email is matched to an existing work item that is in a state of CLOSED, the system may take various courses of action depending upon the type of work item:

• The system will firstly ‘go up’ the work item chain to look for a parent work item e.g.

  • if the email is matched to an Action that is CLOSED, the system will see if the Action’s parent Case is still open.

  • if the email is matched to a Case that is CLOSED, the system will see if the Case has a parent Case or Ticket that is still open.

  • if the email is matched to a Ticket that is CLOSED, the system will see if the Ticket has a parent Ticket that is still open.

• If the system does find a parent work item that is still open, the system will then apply the rest of the email processing logic to the parent work item (i.e. all of the logic in the above sections on running work items).

If unable to match an incoming out of office email to an existing work item

If no information can be identified to link the incoming 'Out of Office' email to a currently running work item, the system will generate a brand new work item (Ticket or Case) based on the email’s configured routing rules.

If a Ticket has been created, even if the email route settings specified in Builder have the ‘send response’ option set to ‘on’, a confirmation email will NOT be automatically sent back out to the to the email address that the 'Out of Office' email originated from as the 'Disable Automated Emails' option will be automatically switched on.

Overview

The Outbox Page is where you can find emails belonging to yourself or to your team that are scheduled be to sent at a later date, or have failed to send.

You can access the Outbox Page from the Emails section in the navigation link. The total number of emails in your Outbox will also be shown in the navigation link.

You can select how many emails will be shown from the option on the right.

Outbox Grid Views

The first time a Team Leader logs in, they will land on the 'My Team Emails' view. The first time a Team Member logs in, they will land on the 'My Emails' view. You are able to change your view of the outbox page to show just your outbox emails, your team's, the system's or all outbox emails. This will be saved when you log out and log back in.

Selecting 'My Emails' lets you see emails sent by you that are in your outbox.

'My Team Emails' shows you emails sent by your team that are in the outbox, as well as emails relating to work items that your team members are working on that are in the outbox.

Selecting 'System Emails' lets you see emails that are sent automatically by the system e.g. because a Ticket has been split or merged.

'All' lets you see emails sent by you, your team, as well as emails from outside of your team for which you have access.

Retry and Cancel Options

You are able to manually retry sending an email by clicking on the Retry icon. The email will now be in a state of 'Pending Retry'.

You can also retry sending an email from the timeline of the work item itself.

You are also able to cancel sending an email by clicking on the Cancel icon. This will remove the email from the Outbox.

You are also able to retry or cancel sending emails in bulk.

Viewing an Email

Double clicking on an email will open the email's details in a popup in read only form. You can see who the email is from, who it is to, etc. You are also able to retry and cancel sending the email from the popup.

Adjusting Grid Columns

You can adjust the grid columns by clicking on the settings cog. These will be saved when you log out and log back in. The 'To' and 'Subject' columns are mandatory.

• Importance - the importance setting of the email i.e. high, normal, low.

• System Generated - if the email was automatically generated by the system (e.g. to notify a user when a Ticket has been split).

• Last Attempt To Send - when the last attempt to send the email was (automatically by the system or manually by a user)

• Last Send Failure Message - a message displaying the reason why the last attempt to send the email failure e.g. The Email connector is disabled. Please enable it and try again.

• Logged - the date and time recorded when the email first failed to send.

• Next Attempt To Send - when the system will next try to send the email

• Packet - the work item reference that the email is from. Clicking on this will take you to the work item screen.

• Packet Type - if the email is related to a Ticket, Case or Action

• Send Status - this shows what status emails in the outbox are in in terms of sending. There are 4 states:

  • Failed - an email with this Send Status has failed to send. In order to send it, it must be manually 'retried'.

  • Pending Retry - an email with this Send Status is awaiting automatic retry by the system.
• Attachment Count - how many (if any) files are attached to the email

How does Enate match an incoming email?

When new emails arrive into Enate, the system analyses the email to determine whether it’s a brand new request or related to an existing one, and then determines how to proceed.

The system will look at multiple different criteria in order and if it finds a match, it will stop searching (i.e. first one wins). The order this runs in is as follows:

1) Header ‘in-reply-to’ value – the ‘in reply to’ value in the header of the email. This value has the following structure:

<‘Unique email GUID’.’work item GUID’@‘Enate server that sent the email’.enate>

e.g. <d23a9d57-6006-4ab7-a412-8ca8ece2f3aa.2b8586bb-ef95-4020-9cf8-ed56a059b47e@SendingServerName.enate>

2) Unique identifier in email message body - If the incoming email has been sent as a response to an email which was sent out from Enate, it will likely contain a unique identifier tag as part of the email body text

3) Work item reference in email subject

4) Work item reference in email message body

Sending an Incoming Email to an existing running work item

If the system finds a match to an existing Ticket, Case or Action that is in a state of DRAFT, TO DO or IN PROGRESS, the system will:

• append the email to the work item

• mark the work item with ‘new information received’

The same applies to auto-generated emails that are matched to an existing work item in a state of DRAFT, TO DO or IN PROGRESS. Please see the for more information on how the system detects auto-generated emails.

Sending an Incoming Email to a work item in a state of Waiting

If an incoming email is matched to an existing work item that is in a state of WAITING, the system will:

• append the email to the work item

• mark the work item with ‘new information received’

In addition, if the Wait type is 'Waiting for more information', the system will:

• change the state of the work item from WAITING to TO DO

• As a result of the change in state to TO DO, a Queue and assignee will be set to the work item and it will move back to the responsible agent’s Enate Work Inbox, marked with ‘new information received’

• If the work item is an Action and both the Action and its parent Case are in a state of WAITING with a wait type of Waiting for more information, the state of the parent Case will change to IN PROGRESS

Sending an Incoming Email to a Resolved Work Item (Case & Ticket)

If an incoming email is matched to an existing work item that is in a state of RESOLVED (note that only Cases and Tickets can be in a state of RESOLVED), the system will:

• Append the email to the work item

• Reopen the work item and set it back to TO DO

• As a result of the change in state to TO DO, a Queue and assignee will be set to the work item and it will move back to the responsible agent’s Enate Work Inbox, marked with ‘new information received’.

Sending an Incoming Email to a Closed Work Item

If an incoming email is matched to an existing work item that is in a state of CLOSED, the system may take various courses of action depending upon the type of work item:

• The system will firstly ‘go up’ the work item chain to look for a parent work item e.g.

  • if the email is matched to an Action that is CLOSED, the system will see if the Action’s parent Case is still open.

  • if the email is matched to a Case that is CLOSED, the system will see if the Case has a parent Case or Ticket that is still open.

  • if the email is matched to a Ticket that is CLOSED, the system will see if the Ticket has a parent Ticket that is still open.

• If the system does find a parent work item that is still open, the system will then apply the rest of the email processing logic to the parent work item (i.e. all of the logic in the above sections on running work items).

If unable to match an incoming email to an existing work item

If no information can be identified to link the email to a currently running work item, the system will generate a brand new work item (Ticket or Case) based on the email’s configured routing rules. A confirmation email will be automatically sent back out to the requesting email address containing the reference number if the email route settings specified in Builder have ‘send response’ set to ‘on’.

Further specifics

• Split Ticket – if an incoming email is matched to a split Ticket – either the original Ticket that was split or one of the child Tickets it was split into – the email will be appended to each of the CHILD Tickets. The system will then apply the rest of the email processing logic to each of the child Tickets independently.

• Merged Ticket - if an incoming email is matched to a merged Ticket – either one of the original Tickets that were merged or the ‘target’ Ticket that they were merged into – the email will be appended to the ‘target’ Ticket. The system will then apply the rest of the email processing logic to the ‘target’ Ticket.

• Ticket converted into a Case – if an incoming email is matched to a Ticket that was Resolved by being converted into a Case, the email will be appended to the Case. The system will then apply the rest of the email processing logic to the Case.

Auto-Generated Emails Detection Logic

The system detects auto-generated emails by one-or more of the following:

• A « x-autoreply » header exists

• A « x-autorespond » header exists

• A « auto-submitted » header exists and the value is either « auto-generated » or « auto-replied »

• A « content-type » header exists and the value is either « multipart/report » or « delivery-status »

• The ReturnPath header exists and has a value of « <> » or « <<>> »