The i-net HelpDesk is able to send automatic e-mails in case of important events in the ticket history. These occasions as well as the possible recipients are visible in the dialog and can be activated or deactivated there. During configuration, it should be checked that a potential recipient has an email address.

Note: The behavior when sending auto-emails can be changed via JavaScript. The mapping of the auto-email options to the JavaScript descriptions as well as to the email templates is located here.

Check the mail address of the resource for correctness! An error in the mail address will result in an undeliverable message, which will be sent back to the i-net HelpDesk and possibly trigger a new auto-email.

Important: The auto-email is always sent to the resource in which the ticket is located at the time of triggering.

Example: When warning of an automatic escalation, the ticket is still in the originally responsible resource. After an auto escalation, the ticket is moved to the escalation resource and they receive the auto mail.

The values for the e-mail address and the display name of the default sender are used if no e-mail address has been entered for the resource. This ensures that there is always a sender for the automatically sent e-mails.

When checking each checkbox, keep in mind that Supporter users are often members of Resources but also have the Dispatcher permission. The Dispatcher permission is typically granted via the supporter's membership in the Dispatcher and/or Administrator groups of the i-net HelpDesk. Avoid duplicate auto-emails to Dispatcher and Resources on the same event and enable auto-emails to Resources first, but not to Dispatcher. The only exception for dispatchers is Request from a user. This auto email is triggered when a new request is made by the end user or customer via email or either client.

• User defined recipients.
  • Define here the group of recipients for auto-emails to dispatchers.
  • Scenario 1: An inquiry is qualified by a dispatcher and assigned to a resource as a ticket.
    • In this case, an acting dispatcher exists for the specific ticket.
    • Only this dispatcher would receive an auto-email if the three checkboxes "An existing ticket is forwarded", "An existing ticket is automatically escalated" and "Deadline has passed" are activated in each case.
    • If the corresponding dispatcher has an email address, all auto-emails will go exclusively to this user. Only if the dispatcher had no email address in their master data, the auto-email would go to "all dispatchers" or to the addresses in the list.
  • Scenario 2: An inquiry is automatically assigned to a resource as a ticket.
    • In this case, with the three checkboxes "An existing ticket is forwarded", "An existing ticket is automatically escalated" and "Deadline has passed" enabled, every user with dispatcher privileges would receive an auto-email.
    • Your entries usually limit the group of recipients.
    • Adding individual email addresses is also possible.

Please note the following special feature related to the first and third checkbox (Checkbox 1: Authorization of an inquiry; Checkbox 3: Inquiry is created via e-mail).

• Redundancy occurs when the end user/customer receives two auto-mails for the same ticket promptly or simultaneously.
• The following is the description for each of the three possible cases when combining checkbox 1 and 3:
  1. The first checkbox is active.
     • Often the recommended variant, since an Auto-Mail is always sent when a ticket is created.
     • The input channel of the inquiry is not relevant (phone, email or web frontend).
     • An inquiry by email should be authorized promptly or automatically to a resource, so that the customer receives a confirmation with ticket number.
  2. Only the third checkbox is active.
     • For each new request via e-mail, the end user/customer receives an auto-mail.
     • Makes sense if inquiries are made exclusively via email.
     • However, if customers also call, then no auto-mail is sent.
  3. Checkbox 1 and 3 are both active.
     • You should avoid this case.
     • It is better to activate only checkbox 1 and automatically assign all inquiries by mail to a resource.

The content of the auto-mails is based on templates and can be customized by users with the Server Administration permission.

The Primary URL of i-net HelpDesk Server is set automatically during setup. The value is used in the placeholder {ServerURL} in all template files for auto-mails that offer to start the i-net HelpDesk client, directly opening the respective ticket via a link in the e-mail. The following example of a link comes from the template [autorisierenres].

<a href="{ServerURL}ticketlist/ticket/{AufID}">Edit order</a>.

Incoming emails are checked for bounce messages and, if necessary, placed as such on an internal "list" that is maintained only in memory.

The sender addresses of these emails are temporarily or permanently not accepted as recipients of auto-emails, depending on the type of error.

The following treatments are applied.

• More than 100 emails on a ticket: 12 hours block for this ticket.
• Memory problems (account or server full): 3 hours block for the address
• Error 550 5.7.1 Unable to relay: 3 hours lock for the address