The system allows you to create cases automatically from emails sent to the address configured for the Inbound Server.

Preconditions:

To create cases by mail, you must have the Input Server functionality configured in the administration site. See Email Settings

Case creation

1. Compose an email addressed to the address configured for the inbound server, indicating in the subject a brief title of the problem, describing the incident in the body of the message.

2. Once the mail is processed, the system creates the case with the information sent.

Creating cases with automatic CI assignment

If the special tag is included in the body of the email {RelatedCI=}, the system will automatically attempt to assign the Configuration Item (CI) corresponding to the new case.

1. Compose an email addressed to the address configured for the inbound server, indicating in the subject a brief title of the problem, describing the incident in the body of the message and including the tag {RelatedCI=ExactCIname}.

2. The system identifies the {RelatedCI=} tag, extracts the specified value, validates the existence of an exact match CI in the project, and proceeds to automatically assign it to the new case as the primary CI.

⚐ Important considerations:

• The IC name match must be exact.
• If the CI does not exist or does not belong to the project, the system will not assign any CIs.
• In emails with multiple tags or malformed tags, only those that have a valid format will be processed.
• In notification response emails, the {RelatedCI=} tags are ignored.

Case creation with automatic AI CI assignment

The CI auto-mapping functionality uses artificial intelligence to evaluate the match between the fields of the case form (Subject, Description, and Category) and the attributes of the available CIs (Brand, Category, Description, ID, Manufacturer, Model, Name, and Serial). Based on this assessment, the system automatically identifies and assigns the most relevant IC as the primary IC of the case.

For this functionality to be enabled, it is essential that the “CI Assignment” action is previously configured in the administration site. See CI Assignment Settings

1. Compose an email addressed to the address configured for the inbound server. Include a title in the affair and describe the request in the message body.

2 . During the processing of the email for the creation of the case, if the Subject and/or Description match one or more CIs associated with the user (either by responsibility or by use), the system will automatically assign the most relevant CI as the main CI once the case is generated.