I have tried to find some more informations about the Email ticket system and service.

But I didn't find all informations.

1. Does the email account needs to be a dedicated (support) email account?

2. If not, how treats OnTime the email messages on the SMTP server?

  If the emails are keep on ther server, how does the service know if the message is already handeld?

  Is there no possibility to add a subject mask (ex. with RegEx) to match an email?

Thanks

Eric

Hello Eric,

The email account you specify in "Tools>Manage Email Accounts>Email Account Settings" for your incoming email address doesn't have to be dedicated, but you may find that it's simply easier to manage your support emails that way. Using a personal email address, or even one that's used by other individuals or software, may create confusion and ultimately cost you more time and energy.

An email is flagged when an item is created from it in OnTime, and will ignore any emails that have already been turned into items.

I'm not sure exactly what you mean by adding subject masks to match an email, but I can tell you that OnTime will read the subject of incoming emails and look for an itemID. If OnTime finds an itemID inbetween brackets(such as in [#001234]) and there's an existing item in your database, instead of creating a new item OnTime will simply log that email under the existing item.

You can read more about configuring Email Accounts by searching for 'Email Accounts' in our Administrator's Guide.

Let me know if you have any further questions.

Thanks Tom,

My question about "subject masks" was, to add a filter, to avoid that OnTime creates for each new email, a new item in the database. I'm not talking about responses to already created items. 

 I have read the Administrator's Guid, but not every detail is explained.

 Thanks

Eric

Hello Eric,

There's an option under "Tools>Manage Email Accounts>Edit Account>New Item Settings" labeled 'Ignore Messages where the Subject Contains:'. You can add text on each line of that field such as "Out of Office", and OnTime will not create new items if the email subject contains any of these lines of text. This would have a similar effect to a subject mask.

Let me know if you have any other questions.
 

Hello Tom,

Yes, but it would be a great to have the opposite. I will add it to the 'requested features'.

 Thanks

Eric