Client linking and creating options

Client linking and creating options

Whenever a HelpMaster job is created, there always needs to be at least 1 primary client associated with it.  Similarly, whenever an action is added to an existing job, there needs to be a record of who created that action.  Therefore, in order for the Email Manager to work within these requirements, it needs to be able to determine from the original email the name of the client so that it can use them when it logs a job, or adds an action to an existing job. 

Linking options

This option will instruct the Email Manager to check the HelpMaster database to see if a match can be found against any client that has the same email address as the sender of the email.  The Email Manager will process the email in the following way:

  1. If a unique match is found, the new job / action is logged for that client.
  2. If a match is not found and the “Create new client” option is selected, the Email Manager will create a new client based on the details is can extract from the original email and then log the new job for them.
  3. If a match is not found and the “Do not create client” option is selected, the Email Manager will stop any further processing on that email and move it to another email folder location as specified in the Unsuccessful post-processing folder options.  Furthermore, if the “Notify sender using the following Email template” checkbox is checked, the sender will receive an email based on the specified email template.

Note : The Email Manager will use several different ways to search for a correct match between the original email and the HelpMaster client.  If only 1 matching email address is found in the HelpMaster database, then that client is used.  If several identical email addresses are found within the HelpMaster database, then the Email Manager will attempt to match the first and last names of the clients with that of the original email.  For further information about his, refer to Jobs are being logged for the wrong person

If this option is selected, the Email Manager will attempt to find a client match as per the first option, however, if a match is found, instead of using the matching client for the primary client of the job, the primary client for the site linked to the matching client will be used.  This option is useful if you always want to link the primary client for a site to a job - even when their work colleagues email the original request.

If this option is selected, the Email Manager will attempt to find a client match, but only consider the domain portion of the email address (ie. everything after the “@” - eg.  bob@wizbangwidgets.com = @wizbangwidgets.com.  “bob” is ignored).  Additionally, when looking for a match, the Email Manager will scan HelpMaster's Site's email addresses, not a client’s.  If a match is found on the domain portion of a site, the primary client for that site is used as the primary client for the job.  This option is useful if you only ever want to log a job for one person per site.

Match a Client to the Parser items extracted to Client fields

Use this option if you wish to create a new client based on extracted text from your client-based parsers.  During processing, HelpMaster will  examine the values in the client parser variables and try to match an existing client.  If found, the matching client will be used.  If not, HelpMaster will attempt to create a new client based on the value of the parsers.

If this option is selected, you nominate a client that will be the primary client for all jobs logged via this profile.  This option is best used in conjunction with the Filtering mechanism for the profile.  You can use the filters to (Subject, Message, From) to identify certain types of email, and then use this option to simply select the client to log that job for.  An example where this might be useful is for network monitoring tool email alerts that should always be logged with a specific primary client.  

Client creations options

Automatically link the client to a site

When the Email Manager creates a new client, it will also attempt to link that client to a site if possible.  The Email Manager will scan the client’s email address and try to match the domain part of the email address to an existing site's email address.  If such is match is found, the new client is automatically linked to that site.  When this occurs, the event log will display the details.

Email CC recipient options

Use these options to process CC recipients that are part of the email being processed.

See Also

Jobs are being logged for the wrong person

Email Parsers