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NetSupport ServiceDesk includes a feature that allows for emails that are collected by the ServiceDesk Server to be read and, if the required email rules are in place, to be automatically added to existing items.

When creating the rules to add an incoming email to an existing item, the most important part is to ensure that the subject text of the Email Templates has a standard format for the placement of the $TICKETID$ Email Variable.

Once it has been confirmed that the same word appears before the $TICKETID$ entry in the subject line, that word can be used in the rule that is checking for an existing item number.

The rule can be configured as follows:

Find the Item Number
Click New Rule and enter a name for the rule, e.g. Find Item Number.
Choose The Subject and Body of the Email from the Where to look for the data drop-down field.
Choose The Item Number from the Destination Field drop-down field.
For the How to find the data drop-down field, select the option Get the word that appears after an occurrence of the value of Data1.
For the Data1 field, enter in the word that appears before the $TICKETID$ Email Variable in the Email Template subject line.
Note: Spaces are countered as characters, so a space will need to be added after the word entered in the Data1 field.
Ensure this rule is enabled then click Save.

It is recommended to create two additional rules under the Find the Item Number section with Request and Incident as the values used in the Data1 field to cover any email replies from an email sent from within ServiceDesk. Providing that the rule checks for the corresponding text on the email subject line, the email will be automatically added to the corresponding item in the database when it is collected.

It is also possible to enable full logging of the POP3 Mail process to identify why the ServiceDesk system was not able to collect/process the waiting emails if this is an issue.

  1. Run regedit and go to the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\NetSupport Ltd\DNA Helpdesk\POPMail location.
  2. Double click the LogLevel entry in the right-hand pane and change the value to 9 (decimal).
  3. Restart the NetSupport Service Desk POP3 Mail Service service.
  4. Navigate to C:\Program Files (x86)\NetSupport\NetSupport Service Desk\LogFiles and you should see an HDPOPMailxx-xx-xx.log file.

Check this log file as it contains the reason why the emails could not be collected/processed. A copy of the POP3 Mail log file can be emailed to [email protected] if you would like to raise a call for us to check the entries for potential issues.

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